Level 2 IT Support

5 days ago


Cape Town, South Africa Exclusively Remote Full time

**MUST BE ABLE TO WORK US HOURS 16h00 - 12h00**

**REMOTE OPPORTUNITY**

One of our US based clients in IT Services and IT Consulting are looking for a knowledgeable, positive, self-motivated, and energetic Tier 2 & 3 IT support technician to work with them.

(Core hours are 3pm-11pm/4pm-12am SAST : Mo-Fri & standby, after hours when required)

You will work with the team of IT support technicians and become part of a diverse company and culture that you can be a part of.

The IT Support Technician is the primary customer facing contact. This customer-focused position works to fully resolve issues efficiently while ensuring the great customer experience. This dedicated individual possesses the ability to maintain well-balanced order in a highly demanding and time-critical environment. Level 2 capability is demonstrated by easily accomplishing complex and diverse tasks for their MSP clients.

Duties And Responsibilities:
The IT Support Technician will interface with management and client users.

Specific responsibilities for this position include, but are not limited to:

- Manage call load to ensure we are exceeding customer expectations and escalate issues as appropriate
- Provide a great customer experience and improve client relationship with the customer
- Take ownership of every issue to ensure it is completely resolved
- Comprehensive notes and documentation for every engagement
- Customer communication that ensures a high level of satisfaction and appropriate expectations
- Meet and exceed appropriate productivity levels relative to tasked assignments
- Focus on continuous improvement and enhancements to their capabilities
- Flexibility and willingness to solve all IT needs as requested
- Strong generalized IT skill set: Including Desktop OS, Server OS, and network and Cloud architecture

Application Question(s):

- What level of support would you rate yourself as?
- Have you worked for a MSP?

**Language**:

- English (required)


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