IT Support Technician

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

📋 Description

• Diagnose, troubleshoot, and resolve technical issues for clients.

• Address problems with Windows workstations, Microsoft 365, servers, networking equipment, VoIP systems, and other business technologies.

• Manage support requests from initiation to resolution while keeping clients updated.

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

• Collaborate with colleagues and other departments on complex technical challenges.

• Create and maintain comprehensive documentation to enhance the knowledge base.

• Coordinate with third-party vendors to resolve client issues effectively.

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

• Provide proactive, client-focused support that fosters trust and cultivates long-term client relationships.

⛳️ Requirements

• Previous experience in a Managed Service Provider (MSP) setting is mandatory.

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

• Experience managing Microsoft 365 environments.

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

• Strong networking fundamentals, with experience in troubleshooting switches, firewalls, wireless networks, and connectivity issues.

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

• Excellent troubleshooting and analytical abilities, with a capacity to prioritize multiple issues.

• Strong written and verbal communication skills, emphasizing a customer-first approach.

• Team-oriented mindset with a willingness to share knowledge and engage in continuous learning.

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

🏝️ Benefits

• Remote work options.

• A collaborative and supportive team environment.

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

• Access to modern tools and well-maintained documentation.

• Ongoing technical training opportunities.

• Career advancement prospects.

• Participation in team meetings and continuous improvement initiatives.