Helpdesk Support Technician - Midrand

Placements24; Midrand; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary with performance –?

Health and dental coverage

Generous paid time off

Professional development and online |}

Fully remote role

Collaborative virtual team

Company-provided equipment

Regular virtual team activities

Growth and well-being investment

Job summary

Placements24 is seeking a proficient Helpdesk Support Technician to join our IT team based in Midrand, Gauteng. This fully remote position involves providing timely support to end-users, diagnosing hardware, software, and network issues, and maintaining high user satisfaction.

The ideal candidate will have strong troubleshooting, excellent communication, and a customer-focused approach, with experience in ticketing systems and basic networking.

Qualifications

• Proven experience in a helpdesk or technical support role.
• Strong knowledge of Windows and macOS and common software.
• Experience with Jira Service Desk or Zendesk and remote support tools.
• Excellent problem-solving and analytical skills.
• Effective communication and interpersonal skills, with the ability to explain technical issues clearly.
• Ability to work independently and manage time effectively in a remote environment.
• High school diploma; CompTIA A+ certification is a plus.

Responsibilities

• Provide first-level technical support to end-users via phone, email, and remote tools.
• Diagnose and resolve hardware, software, and network-related issues.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Assist users with account management, password resets, and access issues.
• Document troubleshooting steps and resolutions in the helpdesk ticketing system.
• Escalate complex issues to senior IT staff or specialized teams when necessary.
• Provide training and guidance to users on IT best practices and new technologies.
• Monitor system performance and identify potential issues.
• Ensure all support activities comply with company IT policies and procedures.
• Contribute to the continuous improvement of helpdesk services and processes.

Skills

Helpdesk experience

Troubleshooting

Windows & macOS

Jira Service Desk

Zendesk

Remote support

Education

High school diploma

CompTIA A+ certification

Tools

Jira Service Desk

Zendesk

Remote desktop tools

Job description

About the Role

Our client seeks a proficient and customer-focused Helpdesk Support Technician to join their IT team based in Midrand, Gauteng . This role is instrumental in providing timely and effective technical assistance to end-users, resolving hardware, software, and network issues. As a key member of the support team, you will ensure the smooth operation of IT systems and maintain high levels of user satisfaction. This position offers the flexibility of a fully remote work arrangement, allowing you to contribute from your home office. The ideal candidate possesses strong troubleshooting skills, excellent communication abilities, and a passion for technology. We are looking for a proactive individual who can adeptly manage technical challenges and provide exceptional support to our client's users.

Key Responsibilities

• Provide first-level technical support to end-users via phone, email, and remote tools.
• Diagnose and resolve hardware, software, and network-related issues.
• Install, configure, and maintain computer hardware, software, and peripherals.
• Assist users with account management, password resets, and access issues.
• Document troubleshooting steps and resolutions in the helpdesk ticketing system.
• Escalate complex issues to senior IT staff or specialized teams when necessary.
• Provide training and guidance to users on IT best practices and new technologies.
• Monitor system performance and identify potential issues.
• Ensure all support activities comply with company IT policies and procedures.
• Contribute to the continuous improvement of helpdesk services and processes.

Requirements

• Proven experience in a helpdesk or technical support role.
• Strong knowledge of computer hardware, operating systems (Windows, macOS), and common software applications.
• Experience with IT support tools, ticketing systems (e.g., Jira Service Desk, Zendesk), and remote support software.
• Excellent problem-solving and analytical skills.
• Effective communication and interpersonal skills, with the ability to explain technical issues clearly.
• Ability to work independently and manage time effectively in a remote environment.
• High school diploma or equivalent; relevant certifications (e.g., CompTIA A+) are a plus.
• A customer-oriented approach with patience and a commitment to user satisfaction.
• Understanding of basic networking concepts.
• Ability to adapt to new technologies and learn quickly.

Benefits

• Our client offers a competitive salary package with potential for performance-based bonuses.
• Comprehensive health and wellness benefits, including medical and dental coverage.
• Generous paid time off, allowing for work-life balance.
• Opportunities for professional development and continuous learning, including access to online courses and training.
• The fully remote nature of the role provides significant flexibility.
• A collaborative and supportive virtual team environment.
• Company-provided equipment and resources.
• Regular virtual team activities to foster connection.
• Our client is committed to investing in employee growth and well-being.