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

📋 Description

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

• Oversee support inquiries from initiation to resolution while ensuring clients are kept informed throughout the process.

• Prioritize service tickets, manage escalations, and adhere to service level agreements.

• Collaborate with colleagues on intricate technical challenges and across different departments.

• Develop and maintain comprehensive documentation to enhance internal processes and the knowledge base.

• Liaise with external vendors to address client issues effectively.

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

• Provide proactive, customer-centric support to foster long-term client relationships.

⛳️ Requirements

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

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

• Proficient in administering Microsoft 365 environments.

• Strong knowledge of virtualization technologies, including Hyper-V.

• Solid understanding of networking principles with experience in troubleshooting switches, firewalls, wireless networks, and connectivity challenges.

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

• Exceptional troubleshooting and analytical abilities with the capacity to prioritize multiple concerns.

• Strong written and verbal communication skills with a customer-centric approach.

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