Level 2 IT HelpDesk Technician
Talent Sam
full-time
Posted on:
Location Type: Remote
Location: South Africa
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Tech Stack
About the role
- Provide second-level technical support for hardware, software, and network-related issues.
- Troubleshoot and resolve escalated tickets from Level 1 support in a timely manner.
- Assist with the setup, configuration, maintenance, and troubleshooting of desktops, laptops, mobile devices, and peripheral equipment.
- Manage and support user accounts, permissions, and access within Active Directory, Microsoft 365, and other enterprise systems.
- Perform diagnostics and root cause analysis to identify and resolve recurring technical issues.
- Document solutions, procedures, and best practices, contributing to the IT knowledge base.
- Collaborate with other IT teams and vendors to ensure effective resolution of complex incidents.
- Ensure compliance with company IT policies, standards, and security procedures.
- Participate in IT projects, including system upgrades, rollouts, and technology deployments.
Requirements
- Strong working knowledge of Windows operating systems, Microsoft 365, and common enterprise applications.
- Solid understanding of networking fundamentals, including TCP/IP, DNS, and DHCP.
- Hands-on experience with IT ticketing systems such as ServiceNow, Zendesk, or similar platforms.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Strong organizational and time-management skills, with the ability to prioritize multiple tasks effectively.
- Proven problem-solving skills and a customer-focused mindset.
- Relevant IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator preferred.
- Prior experience in a Level 2 support or similar technical support role preferred.
Benefits
- Work remotely from various locations in South Africa
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Windows operating systemsMicrosoft 365networking fundamentalsTCP/IPDNSDHCPtroubleshootingdiagnosticsroot cause analysistechnical support
Soft skills
verbal communicationwritten communicationorganizational skillstime-management skillsproblem-solving skillscustomer-focused mindset
Certifications
CompTIA A+Network+Microsoft Certified: Modern Desktop Administrator