We are seeking a skilled and customer-focused Tier 2 Helpdesk Technician 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:
  • Provide advanced troubleshooting and support for Microsoft 365 applications and services.
  • 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.

R25,000- R30,000 per month