Helpdesk Support Technician

Placements24; Kimberley; Hybrid; CAD 40,000 - 60,000; Full time

Benefits offered by this job

Medical aid

Retirement savings

Fully remote role

Travel for events occasionally

Job summary

Placements24 seeks a Helpdesk Support Technician for a fully remote role with occasional travel to Kimberley, SA. You’ll provide IT support to internal staff and external clients, diagnosing and resolving hardware, software, and network issues from a remote setup.

Requirements include proven helpdesk experience, Windows/macOS proficiency, basic networking, and strong communication. A high school diploma is required; IT degree/certifications are a plus.

Qualifications

• Minimum proven experience as a Helpdesk Technician or similar IT support role.
• Strong hardware, software, and OS knowledge (Windows/macOS).
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP).
• Excellent communication and customer service for diverse users.
• Ability to work independently in a remote environment.

Responsibilities

• Provide first-level technical support to end-users via remote tools, phone, and email.
• Troubleshoot and resolve hardware, software, and network issues.
• Install, configure, and maintain computer hardware, software, systems, networks, printers, and scanners.
• Manage user accounts, permissions, and access rights.
• Respond to helpdesk tickets promptly based on urgency.
• Document all support activities, solutions, and user requests in the ticketing system.
• Assist with setup and maintenance of IT equipment for remote employees.
• Contribute to IT knowledge base with clear solutions.
• Identify recurring issues and propose preventative solutions.
• Stay up-to-date with technology trends and IT best practices.

Skills

Helpdesk experience

Windows/macOS support

Networking basics (TCP/IP/DNS/DHCP)

Customer service

Remote work independence

Education

High school diploma or equivalent

Associate's or Bachelor's degree in IT

Tools

Ticketing systems

Remote support tools

Job description

About the Role

Our client, a thriving business solutions provider, is looking for a skilled Helpdesk Support Technician to join their expanding team. While the role is notionally based in Kimberley, Northern Cape, it offers the significant advantage of being a fully remote position. You will be responsible for providing essential IT support to internal staff and external clients, diagnosing and resolving technical hardware and software issues. This is an excellent opportunity for a self-motivated IT professional to contribute to a dynamic company from a remote location, with occasional travel to Kimberley for key team events or hardware maintenance if required. We are committed to ensuring seamless technological operations for all stakeholders.

Key Responsibilities

• Provide first-level technical support to end-users via remote assistance tools, phone, and email.
• Troubleshoot and resolve hardware, software, and network issues.
• Install, configure, and maintain computer hardware, software, systems, networks, printers, and scanners.
• Manage user accounts, permissions, and access rights.
• Respond to helpdesk tickets in a timely manner, prioritizing issues based on urgency.
• Document all support activities, solutions, and user requests in the ticketing system.
• Assist with the setup and maintenance of IT equipment for remote employees.
• Contribute to the IT knowledge base with clear and concise solutions.
• Identify recurring technical issues and propose preventative solutions.
• Stay up-to-date with the latest technology trends and best practices in IT support.

Requirements

• Proven experience as a Helpdesk Technician or similar IT support role.
• Strong knowledge of computer hardware, operating systems (Windows, macOS), and common software applications.
• Experience with network troubleshooting (TCP/IP, DNS, DHCP).
• Proficiency with remote support tools and ticketing systems.
• Excellent problem-solving and analytical skills.
• Strong communication and customer service skills, with the ability to interact professionally with users of varying technical abilities.
• Ability to work independently and manage workload effectively in a remote environment.
• A dedicated workspace with reliable high-speed internet connection is mandatory.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are a strong advantage.
• High school diploma or equivalent; associate's or bachelor's degree in IT is a plus.

Benefits

Our client offers a competitive salary and a comprehensive benefits package, including medical aid and retirement savings. This role provides the flexibility of fully remote work, enabling a great work-life balance. You will have access to ongoing training and opportunities for professional development within the IT field. While primarily remote, there may be occasional requirements for travel to Kimberley for specific events or tasks. Join a supportive and growing IT team dedicated to providing excellent technical assistance.