Information Technology Support Specialist in SOUTH AFRICA

IT Support Technician Level 1/2

The Role:

We are looking for an IT Engineer for one of our clients with strong technical knowledge who can manage clients and their expectations. The role focuses on delivering first and second line IT support, using your experience across Microsoft and Google environments, and on MacBooks and Windows devices. Must be able to support MacBooks primarily! You will need to juggle competing deadlines and priorities, manage your workload to ensure milestones are hit and deliver industry leading customer service. You will be confident and self motivated with a customer orientated outlook and have the ability to remain calm in pressuring situations.

About you

• Enthusiastic about IT support and have previous IT service desk experience (minimum 3 years), ideally in a MSP environment
• Experience supporting and troubleshooting both MacBooks and Windows devices
• Experience administering Google Workspace and able to manage users, groups, routing
• Experience administering Microsoft 365 inclusive of Exchange, SharePoint & Teams
• Experience using RMM to diagnose and monitor hardware and software
• Experience with cyber tools such as anti-virus, end-point security, VPN, data back-ups and MDMs
• Ambitious to grow technically and develop expertise in specific tech and cyber areas
• Service focused - you will be able to manage and own support tickets all the way to resolution, maintaining excellent customer service and adhering with SLA’s
• Be comfortable to have video calls with customers and vendors
• Team-focused - you’re a team player but also work great independently

Responsibilities for the role include:

• Act as the first point of contact for IT support requests from our customers’ end-users, delivering first and second line IT support
• Respond and resolve requests via the ticketing system, often utilising the RMM
• Utilise the RMM to monitor device updates both software and hardware, and use to diagnose and remediate support tickets
• Demonstrate proactivity with our clients to respond and resolve issues and recommend service improvements
• Deliver the highest levels of customer service based on understanding the request, resolution and appropriate follow-ups
• Conduct root cause analysis to prevent the recurrence of issues
• Monitor and respond to security alerts ensuring protection against potential threats
• Monitor and identify phishing / spam emails through an email security solution
• Support and manage the services that our client offers including endpoint security and cloud backup
• Build laptops for new customer employees and perform onboarding call for the starter
• Create and maintain documentation for internal and client configurations and processes

The role is fully remote and remuneration is R40,000-R50,000. 1 Month full time contract. Starting early September.