Tier 2 IT Helpdesk Technician

6 days ago

North Riding, South Africa Employment Concepts Full time

**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?
- Strong Leadership Abilities?

**Education**:

- High School (matric) (required)

**Experience**:

- Helpdesk or technical support: 4 years (required)

License/Certification:

- CompTIA N+/CompTIA A+ (required)
- Microsoft Certified Certificate (required)

Willingness to travel:

- 50% (required)

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