SOUTH AFRICAN CITIZENS ONLY Are you a NIGHT OWL, NOT a morning person? Does the thought of waking up at 6 am to go to work fill you with dread? Not enough cups of coffee in the world to convince you that getting up early is a good thing? Avoid the killer commute and work from the comfort of your own home. About RemoteDesk RemoteDesk provides help desk staffing and services to Managed Service Provider's based in the US and the UK. We employ top quality South Africans to service our clients around the world. The Position Our client, based in the Denver, Colorodo, USA, focuses on providing a premier MSP support servicesw with a focus on recommending the best strategy to suit their clients business and budget. THIS IS A PERMANENT POSITION, WITH A 3 MONTH PROBATIONARY PERIOD. Working hours would be either 2PM to 11PM or 3PM to Midnight. There is also a possibility of rotational shifts for covering the US night shift (SA day time hours). We are seeking a qualified High Level Tier 2 Support Tech or newly minted Tier 3 technician who can work independently, solve technical problems, and investigate issues in a fast-pace environment. Requirements: Good Internet Connection (Minimum 100MB) & Good Spec Computer with at least 2/3 Monitors and a quite space to work within your home. Support will be provided to source a backup power source if needed eg. Generator, Battery Powered backup etc. ESSENTIAL JOB FUNCTIONS: The role of the Tier 2 Remote Helpdesk Technician/Level 2 Dispatch Consultant is to provide superb customer service while helping resolve Tier 1 and Tier 2 technical issues in real-time or as close to real-time as possible. A Level II Dispatch Consultant installs, modifies, and makes minor and major repairs to computer hardware and software systems. A Tier 2 Remote Helpdesk Technician/Level 2 Dispatch Consultant will build and open support tickets after collecting, analyzing, and comprehending information about a user's technical issue. A Tier 2 Remote Helpdesk Technician/Level 2 Dispatch Consultant will initiate troubleshooting steps to resolve the user's technical issue and/or direct users to the appropriate internal resource. In addition to answering live technical support calls, a Tier 2 Remote Helpdesk Technician/Level 2 Dispatch Consultant will be expected to create new tickets and promptly respond to user requests submitted via email, text, or directly within the ticketing system Essential Job Functions: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Troubleshoots computer equipment and analyzes user requests or requirements to understand and fix major and minor computer issues. Loads software packages such as operating systems, Microsoft 365, SentinelOne, or remote monitoring programs onto computers as specified by user standards and requirements. Maintains all documentation by updating relevant changes, documenting all new implementations or processes, and creating walkthroughs to aid other team members. Enters commands and observes system functions to verify correct system operation. Responds to user inquiries concerning systems operation and diagnoses system hardware, software, and operator problems. Instructs users in the use of equipment, software, and applications. Recommends or performs minor remedial actions to correct problems. Coordinates activities with the Customer Service Department, the Technical Service Department, and Management. Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication. Replaces defective or inadequate software packages. Escalates high-level issues to the appropriate department or resource. Answer all phone calls in real-time and responds to emails from users requesting technical assistance. This is not an exhaustive list of all duties, responsibilities, or qualifications associated with this position. Incumbents may perform other duties as assigned. ADDITIONAL DUTIES & RESPONSIBILITIES Tier 2 Techs/Dispatch Consultants are expected to maintain an average of five billable hours per day and close 7-10 support tickets per day. Entering time accurately into the timekeeping system in real-time • Participation in company/client projects, meetings, and objectives. MUST HAVE AT LEAST 3 TO 4 YEARS EXPERIENCE WORKING ON A MSP HELPDESK PROVIDING REMOTE SUPPORT TO MULTIPLE CLIENTS MUST BE ABLE TO SPEAK, READ AND WRITE ENGLISH AT A VERY HIGH LEVEL DEMONSTRATED COMPENTENCIES : Critical Thinking – Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; understands workflows and procedures. Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively. Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; Contributes to building a positive team spirit; puts success of team above own interests; Able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed. Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality. Required Skills and SKILLS & QUALIFICATIONS : Three Years or more of IT or related experience Experience working in the professional services industry Strong background in networking, software and hardware Knowledge in Windows Server and Active Directory Proficient in MS Office Proficient in a ticketing system Tech savvy High attention to detail Ability to work independently Experience providing support and resolving technical issues remotely and over the phone Able to think logically and analytically in a problem-solving environment Self-motivated and with a strong sense of accountability Excellent verbal and written English communication skills DESIRED QUALIFICATIONS Related IT certifications or education is preferred Previous experience working in a HelpDesk for a Managed IT Services Provider Experience and proficiency with Autotask, IT Glue, and RingCentral Experience supporting and troubleshooting Mac and Apple Products Experience with various VOIP platforms Salary: R37,500K to R42,500K PER MONTH - negotiable & dependant on experience Apply Now

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Tech Consultant South Africa - South Africa

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