IT Support Helpdesk Level 1

5 days ago

Johannesburg, South Africa Exclusively Remote Full time

IT Support Helpdesk Level 1 - RMM Specialist

One of our Clients based in the US are looking to grow their team with experienced Remote IT Support Helpdesk Level 1 - RMM Specialist

Key Requirements: (Min 1 year Experience)
- Proficiency in maintaining and monitoring **Remote Monitoring and Management (RMM)** tools, specificall**y NinjaOne RMM.**:

- Experience in handling basic **Level 1 help desk** tickets efficiently.
- ** Office 365 Experience** is a plus.
- **Halo PSA Experience** (Professional Services Automation) is also a plus.
- Excellent **communication skills**, both written and verbal, for interacting with end-users and team members.
- Ability to **prioritize tasks and manage time effectively** in a fast-paced environment.
- Familiarity with common **operating systems** (Windows, macOS, Linux) and **productivity software suites.**:

- ** Basic knowledge of networking concepts and protocols.**:

- Proactive approach to **problem-solving and willingness to learn new technologies.**:

- ** Certification **or relevant training in **IT support or RMM tools is a plus.**

**Responsibilities**:

- Monitor and maintain the health and performance of the RMM system, ensuring optimal functionality and reliability.
- Respond promptly to alerts and notifications generated by the RMM system, investigating and resolving issues as necessary.
- Assist with the deployment and configuration of RMM agents on client devices.
- Document all support interactions, troubleshooting steps, and resolutions in the help desk ticketing system.
- Collaborate with Level 2 and Level 3 support teams to escalate complex issues and follow up on outstanding tickets.
- Participate in ongoing training and professional development activities to stay updated on RMM best practices and emerging technologies.
- Contribute to the improvement of internal processes and procedures related to RMM monitoring and help desk support.
- Maintain a customer-centric approach, ensuring a positive support experience for end-users at all times.

Location: South Africa (Remote)

Hours: 15 hours per week, with flexibility between US and South Africa hours as needed.

Company: Managed IT Services in Brooklyn, US

Note: This is a part-time remote position based in South Africa, offering flexibility to work 15 hours per week with the ability to accommodate scheduling between US and South Africa hours. The role involves providing IT support for a Managed Service Provider with a strong emphasis on cybersecurity, headquartered in New York, US.

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