Job Description

Help Desk Technician Level 2 - South AfricaFull job descriptionMy client, a USA based MSP who support clients in the healthcare industry, is urgently seeking an experienced Level 2 helpdesk technician to work remotely and support their clients in the US with day to day troubleshooting and overall general support.The ideal candidate should have a minimum of 3 years previous experience as a Level 1 and 2 Helpdesk technician, a strong understanding of backups and previous experience using a ticketing system, additionally, the ideal candidate should have previous experience working with an MSP, providing support to american based clients and should speak English.Essential Skills & ExperienceMinimum of 3 years previous helpdesk support experienceAt least 1 year working with a managed service providerAble to work on Eastern Standard TIme (NYC) hoursConfident with supporting all windows machines and products, well versed in Windows 10 and 11 for both use and in-depth troubleshootingPrevious experience with troubleshooting and setting up VOIP systems.Knowledge of troubleshooting hardware, such as modems and printers.Able to troubleshoot networking issues, DHCP etcConfident in active directory tasksIn depth knowledge of cloud back-ups.Strong knowledge of email security and anti-virusPrevious experience troubleshooting firewallsConnectwise experience or similar system experienceWorking knowledge of Microsoft 365Excellent communication and customer service skills.Role and DutiesAssist clients on a day to day basis with the below items, other duties may be required.xc2xb7 Assisting with Service Helpdesk Phone Callsxc2xb7 Assisting with Service Helpdesk Live Chatxc2xb7 Leading with daily client backup audits including remediationxc2xb7 Leading with Technology Business Review Reports (TBRs)xc2xb7 Network issues related to DNS, DHCPxc2xb7 365 account issuesxc2xb7 Intune and Autopilot issuesxc2xb7 Voice over IP (VoIP) supportxc2xb7 Endpoint Security Hardeningxc2xb7 Cloud to Cloud backupsxc2xb7 Email Securityxc2xb7 Antivirus Managementxc2xb7 Remote Monitoring & Managementxc2xb7 And other troubleshooting needs for clients as they arise.Job Type: Full-timePay: R141,00 - R211,00 per hourExpected hours: 45 - 55 per weekEducation:Certificate (Required)Experience:IT Helpdesk: 3 years (Required)Working with a managed service provider: 1 year (Required)DHCP: 2 years (Required)Microsoft 365: 2 years (Required)Microsoft Windows Server: 1 year (Required)VoIP troubleshooting: 1 year (Required)Customer Service: 2 years (Required)Language:English (Required)Work Location: Remote

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