Desktop Support Engineer

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Diagnose and resolve issues with Windows workstations, Microsoft 365, servers, networking devices, VoIP systems, and various other business technologies.

• Oversee support requests from inception to resolution while keeping clients updated throughout the process.

• Prioritize support tickets, manage escalations, and ensure compliance with service level agreements.

• Work collaboratively with colleagues and other departments to address complex technical challenges.

• Develop and maintain comprehensive documentation while enhancing the knowledge base.

• Liaise with third-party vendors to effectively address client concerns.

• Engage in team meetings, technical training, and initiatives aimed at continuous improvement.

• Provide proactive, client-centered support that fosters long-term relationships with customers.

⛳️ Requirements

• Prior experience in a Managed Service Provider (MSP) environment is essential.

• Proficient hands-on experience with Windows Server, Active Directory, Group Policy, DNS, and DHCP.

• Experience in managing Microsoft 365 environments.

• Strong understanding of virtualization technologies, particularly Hyper-V.

• Solid networking knowledge with experience troubleshooting switches, firewalls, wireless networks, and connectivity problems.

• Familiarity with remote support tools, including Remote Desktop and RemoteApp technologies.

• Exceptional troubleshooting and analytical abilities, with a capacity to manage multiple issues concurrently.

• Strong communication skills, both written and verbal, with a focus on customer satisfaction.

• A collaborative mindset with a readiness to share knowledge and embrace continuous learning.

• Availability to work from 9:00 AM to 6:00 PM EST (New York Time).

🏝️ Benefits

• Opportunity to work remotely.

• A collaborative and supportive team environment.

• Exposure to a diverse range of technologies across various client settings.

• Access to modern tools and well-organized documentation.

• Continuous technical training provided.

• Opportunities for career advancement.

• Ongoing opportunities for improvement and development.