Tier 2 IT Helpdesk Technician
3 months ago
**Job Summary**:
We are seeking a skilled and customer-focused Tier 2 Helpdesk Technician who can step in and run, to join our IT support team. In this role, you will provide advanced technical support for a variety of IT services, including Microsoft 365, VoIP, network, and desktop environments. As a Tier 2 technician, you will handle escalated issues from Tier 1, ensuring that complex problems are resolved efficiently and effectively.
**Key Responsibilities**:
- **Technical Support**:
- Handle VoIP troubleshooting and configuration issues.
- Support network troubleshooting, including wired and wireless networks.
- Provide advanced desktop support for Windows and macOS environments, including hardware and software issues.
- **Escalation Management**:
- Serve as an escalation point for Tier 1 technicians, resolving complex technical issues.
- Work closely with Tier 1 staff to identify recurring issues and implement solutions.
- **Documentation**:
- Maintain accurate records of support requests and resolutions.
- Update documentation for common issues and solutions to assist both team members and end-users.
- **Customer Service**:
- Communicate clearly and effectively with clients, providing updates and ensuring satisfaction with the support provided.
**Qualifications**:
- **Education & Certifications**:
- Relevant certifications (e.g., Microsoft Certified: Modern Desktop Administrator, CompTIA Network+, CompTIA A+ etc.) is a plus.
- **Experience**:
- Min 3 years of experience in a helpdesk or technical support role.
- Experience with Microsoft 365, VoIP systems, network, and desktop support.
- **Skills**:
- Strong problem-solving and analytical abilities.
- Excellent communication skills.
- Ability to work independently and within a team.
**Work Environment**:
- **Location**: This role may require travel to client sites.
- **Working Hours**: Full-time, with occasional after-hours support.
**Job Type**: Permanent
Pay: R25 000,00 - R30 000,00 per month
Application Question(s):
- Strong problem-solving skills and analytical abilities?
- Excellent communication skills?
- Handle VoIP troubleshooting and configuration issues?
- Provide advanced Desktop support for windows and macOS environments including hardware and software issues?
- Do you have your own transport?
**Education**:
- High School (matric) (required)
**Experience**:
- Helpdesk or technical support: 3 years (required)
License/Certification:
- Microsoft Certified/ CompTIA N+/CompTIA A+ (required)
Willingness to travel:
- 50% (required)
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