Offshore/Remote IT Helpdesk Support Level II

Job Description

Summary

Our client is a leading Managed Services Provider (MSP) located in The United States and they are in need of an offshore/Remote IT Helpdesk Support Level II with Managed Services Provider experience. A successful candidate will have a track record of understanding in business desktop and server technologies that must include: Windows 10 workstations, Windows 2016 & 2019 servers, advanced networking, and vendor-specific hardware and software.

Duties & Responsibilities

1. End-User assistance
2. Point person with Windows Desktop related issues
3. Assist with Windows Servers
4. Monitors alert systems and take appropriate action as per guidelines.
5. Ability to use various messages in an event log to affect repairs.
6. Receive escalated service requests requiring an enhanced response.
7. New User On-boarding
8. Network Services and Equipment Installation
9. LAN/WAN Installation and Maintenance Support
10. Network Hardware Support and Installation
11. Door card access, wander guard, lighting, HVAC

Qualifications & Requirements

1. Having worked with a Managed Services Provider (MSP) in the past is a MUST!
2. Three (3) years of experience in similar positions such as IT help desk, IT desktop support, IT support analyst, IT service management; Helpdesk Representative; IT Service Desk; IT user support
3. Remote Management & Monitor (RMM) software experience (i.e. Connectwise, Kaseya, Ninja)
4. PSA (or Ticketing) software experience (i.e. Autotask)
5. History of network and firewall administration (Sonicwall & Meraki).
6. Basic knowledge of network, server, and workstation troubleshooting knowledge.
7. Excellent customer service skills (courteous, tactful, and professional demeanor).
8. Excellent written and verbal communication skills, with experience presenting to groups.
9. Reliable work ethic.
10. A willingness to learn and grow.

Employment Type: Full time Location: Johannesburg, SA