Tier 2 Technician

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

📋 Description

• Respond to incoming phone calls and manage IT support tickets for the client base.

• Troubleshoot and resolve advanced hardware, software, and operating system challenges.

• Provide remote assistance for desktops, laptops, mobile devices, printers, and other peripherals.

• Diagnose issues related to Microsoft 365, Exchange Online, Teams, SharePoint, and Azure Active Directory.

• Offer support for Windows 10/11 operating systems and common business applications.

• Troubleshoot network-related issues, including VPN connectivity, DNS, DHCP, TCP/IP, and wireless networking.

• Manage Active Directory user accounts, group memberships, password resets, and permissions.

• Assist with the onboarding and offboarding processes, including account provisioning and device setup.

• Execute software installations, upgrades, and patch management.

• Document troubleshooting procedures and resolutions in the ticketing system.

• Escalate complex issues to Tier 3 or engineering teams as necessary.

• Maintain ownership of incidents until resolution, providing status updates to customers.

• Engage in knowledge base development and process enhancement initiatives.

• Participate in on-call or after-hours support when required.

• Collaborate closely with Tier 3 and Infrastructure teams to resolve incidents within service level agreements (SLAs).

⛳️ Requirements

• 2–5 years of experience in IT Help Desk or Service Desk roles.

• Strong troubleshooting capabilities across Windows operating systems.

• Experience in supporting Microsoft 365 and Azure Active Directory.

• Proficient in Active Directory administration.

• Understanding of fundamental networking concepts (TCP/IP, DNS, DHCP, VPN).

• Experience in supporting remote users using remote support tools.

• Familiarity with ticket management systems and environments driven by service level agreements (SLAs).

• Excellent written and verbal communication abilities.

• Strong organizational and time management skills.

• Capability to manage multiple priorities in a fast-paced setting.

• Previous experience in a Managed Service Provider (MSP) environment is preferred.

• Experience supporting organizations in legal, healthcare, or professional services sectors is preferred.

• Familiarity with Microsoft Intune, Entra ID, and Autopilot is preferred.

• Experience with RMM and PSA platforms (e.g., ConnectWise, Datto RMM, Automate) is preferred.

• Knowledge of virtualization technologies such as VMware or Hyper-V is preferred.

• Experience with cybersecurity best practices and endpoint protection solutions is preferred.

🏝️ Benefits

• Equal opportunity employer dedicated to fostering a diverse team.

• Growth mindset and potential appreciated alongside experience.