IT Support Specialist

1 week ago

Johannesburg, South Africa Exclusively Remote Full time

One of our US based clients in an MSP are looking for a experienced, knowledgeable, positive, self-motivated, and energetic Tier 1 or 2 IT support technician to work with them.

(Core hours are 3pm-11pm/4pm-12pm)

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

Knowledge, Skills and Abilities Required:

- Outstanding customer service skills
- Strong verbal communication and listening skills
- Working knowledge of IT hardware
- desktop, laptops, servers, switches, etc.
- Experience with desktop operating systems including Microsoft and Mac OS
- Server OS experience including AD, DNS, DHCP
- Microsoft 365 Platform / Azure knowledge
- Knowledge of network theory and architecture
- Ability to explain technical concepts, terminologies and provide instruction in layman's terms to individuals or groups
- Strong documentation skills emphasizing attention to detail
- Proven analytical and problem-solving abilities
- Steadfast ability to work independently, yet able to work effectively as part of a team
- Confident with working under limited time constraints and pressure situations

Experience
- Required Prior MSP technical role (3+ years) - Advantageous
- Experience with ConnectWise Manage / Automate
- Demonstrated success in Information Technology
- Preferred A+, Net+, and Security+ Certifications
- Preferred IT Generalized Certification: ex. MCSA
- Preferred Specialized Certification: ex. CCNA

Duties, responsibilities, may change at any time, with or without notice.

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