IT Helpdesk Remote Technician L2/L3

Virtustant; South Africa; Remote; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Remote work

US client exposure

Training provided

Job summary

Virtustant seeks an experienced IT Helpdesk Remote Technician L2/L3 to provide level 2 and 3 remote support for US clients. You will handle calls, video meetings and ticket-based work from a South Africa-based home office in a fast-paced MSP environment.

You will join a collaborative team, manage incidents through to resolution, and adapt to a modern tool stack including ConnectWise, Microsoft 365, Windows 365 and AI tooling.

Qualifications

• Proven experience in L2/L3 help desk or IT support; not entry-level.
• Fluent, clear spoken and written English for US clients.
• Stable work history with no frequent short stints.
• Willingness to work 8:00 AM – 5:00 PM US Eastern.
• Based in South Africa with a reliable home setup.
• Quick learner able to pick up new tools and processes within 90 days.

Responsibilities

• Resolve escalated L2/L3 tickets from diagnosis to fix.
• Take inbound support calls and join video meetings with end users.
• Troubleshoot Microsoft 365, cloud PC, endpoint, network and user-account issues.
• Log, update and close tickets in ConnectWise per documented processes.
• Own problems through to resolution, including outages when needed.
• Collaborate with teammates on Microsoft Teams to share knowledge.

Skills

L2/L3 support

English proficiency

stable work history

learn quickly

remote work readiness

Tools

ConnectWise

Microsoft 365

Windows 365

AI tools

3CX

Job description

Job Title: IT Helpdesk Remote Technician L2/L3

About The Company

Our client is a US managed service provider (MSP): an outsourced IT department for businesses. It has employed technicians in South Africa since 2018 and currently has a team of seven there, all hired directly.

The team works with a premium tool stack, including Microsoft cloud PCs and AI tooling used by its higher-end clients. Technicians who join usually find it a big step up from the tools they have used before.

Job Description

You will provide level 2 and level 3 remote support to the client's US customers, by phone, video call and ticket. This role works at MSP pace: faster and higher pressure than an internal IT job, with many clients and environments to support.

You will work as part of a close, helpful team. The core week is 40 hours, but when an emergency comes up you take ownership and see it through, even if that means staying a little later.

Responsibilities Of The Role

• Resolve escalated L2/L3 support tickets for multiple client businesses, from diagnosis to fix.
• Take inbound support calls and join video meetings with end users, representing the company professionally.
• Troubleshoot Microsoft 365, cloud PC, endpoint, network and user-account issues across varied client environments.
• Log, update and close tickets accurately in ConnectWise, following the team's documented processes.
• Own problems through to resolution, including staying on during an urgent outage when needed.
• Collaborate with teammates on Microsoft Teams and share knowledge so the team solves issues faster.

Required Experience And Qualifications

• Proven experience in L2/L3 help desk or IT support; this is not an entry-level or graduate role.
• Fluent, clear spoken and written English, with a calm, professional phone manner for US clients.
• A stable work history, with no pattern of short stints (for example, several jobs lasting around six months).
• Willingness to work 8:00 AM – 5:00 PM US Eastern on an ongoing basis.
• Based in South Africa with a reliable home setup (see Home office setup).
• A quick, capable learner who can pick up new tools and processes during a 90-day training period.

Preferred Skills

• Ability to work in a fast-paced environment.
• Previous experience at a managed service provider (MSP).
• Hands-on experience with ConnectWise (full training is provided otherwise).
• Exposure to Microsoft cloud PCs (Windows 365), Microsoft 365 administration or AI tools in a support setting.
• Experience with VoIP softphones such as 3CX.

Personality

• Strong work ethic and genuine ownership of issues until they are fixed..
• Consistent and reliable: shows up every day and is visibly available to the team.
• Takes direction well from a manager and works collaboratively, not competitively.
• Energised by learning new technology and excited to work with a modern tool stack.

Software & Tools

• Training will be provided on all necessary tools.

Schedule

Monday, Tuesday, Wednesday, Thursday, Friday

08:00 AM - 05:00 PM ET

40 hours per week

No weekends

Salary And Benefits

• Payment in USD or Local Currency according to candidate's preference.
• Full-time remote opportunity.