IT Support (Level 2 with MSP Exp) - Gauteng, Johannesburg - Johannesburg
Exclusively Remote
One of our US based clients in IT Services and IT Consulting are looking for a knowledgeable, positive, self-motivated, and energetic Tier 2 & 3 IT support technician to work with them. (Core hours are 3pm-11pm/4pm-12am SAST : Mo-Fri & standby, after hours when required) You will work with the team of IT support technicians and become part of a diverse company and culture that you can be a part of. The IT Support Technician is the primary customer facing contact. This customer-focused position works to fully resolve issues efficiently while ensuring the great customer experience. This dedicated individual possesses the ability to maintain well-balanced order in a highly demanding and time-critical environment. Level 2 capability is demonstrated by easily accomplishing complex and diverse tasks for their MSP clients. Duties And Responsibilities: The IT Support Technician will interface with management and client users. Specific responsibilities for this position include, but are not limited to: Handle customer support calls and emails with a positive attitude Manage call load to ensure we are exceeding customer expectations and escalate issues as appropriate Provide a great customer experience and improve client relationship with the customer Take ownership of every issue to ensure it is completely resolved Comprehensive notes and documentation for every engagement Customer communication that ensures a high level of satisfaction and appropriate expectations Meet and exceed appropriate productivity levels relative to tasked assignments Focus on continuous improvement and enhancements to their capabilities Flexibility and willingness to solve all IT needs as requested Strong generalized IT skillset: Including Desktop OS, Server OS, and network and Cloud architecture Knowledge, Skills and Abilities Required: (5 years exp) Outstanding customer service skills Strong verbal communication and listening skills Working knowledge of IT hardware- desktop, laptops, servers, switches, etc. Experience with desktop operating systems including Microsoft and Mac OS Server OS experience including AD, DNS, DHCP Microsoft 365 Platform / Azure knowledge Knowl-edge of network theory and architecture Ability to explain technical concepts, terminologies and provide instruction in layman's terms to individuals or groups Strong documentation skills emphasizing attention to detail Proven analytical and problem-solving abilities Steadfast ability to work independently, yet able to work effectively as part of a team Confident with working under limited time constraints and pressure situations Experience Required Prior MSP technical role (3 years) Experience with ConnectWise Manage / Automate Demonstrated success in Information Technology Preferred A/ Net/ and Security Certifications Preferred IT Generalized Certification: ex. MCSA Preferred Specialized Certification: ex. CCNA Please note this job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice. Background checks to be done. Apply here or forward your updated CV to [Email Address Removed] Desired Skills: Required Prior MSP technical role (3 years) Experience with ConnectWise Manage / Automate Demonstrated success in Information Technology Preferred A/ Net/ and Security Certifications Preferred IT Generalized Certification: ex. MCSA Preferred Specialized Certification: ex. CCNA MS365 Servers AD DNS DHCP Micorsoft/OS operating systems IT hardware/laptops/servers/switches etc Team Player Managed Services Desired Work Experience: 5 to 10 years Systems / Network Administration Desired Qualification Level: Diploma About The Employer: - Clients is a Managed Service Provider (MSP) - Freelancer/Consultant (Long-term contract) - US hours (up to 6 hours difference) - Flexibility to work form home Employer & Job Benefits: Work from home
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