IT Support Technician II - South Africa

Dedicated IT; South Africa; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A reputable Managed Service Provider in South Africa is seeking a Level 2 Support Technician to provide technical support to healthcare clients. This role requires problem-solving abilities and customer-oriented skills, with prior help desk or MSP experience preferred. Candidates should be equipped with a High School Diploma and relevant certifications such as CompTIA A+. Join a people-focused culture with competitive benefits.

Benefits

Career advancement opportunities

Education/certification reimbursement

Work/life balance

Qualifications

• A minimum of 2-3 years in a help desk or relevant advanced role.
• Prior MSP experience required.
• Prior Healthcare IT experience preferred.

Responsibilities

• Handle support tickets and resolve client issues within SLA times.
• Assist clients with software installations.
• Train users in supported software & hardware.

Skills

Problem-solving

Customer-oriented

Communication skills

Technical support

Education

High School Diploma/GED

CompTIA A+, Network+, Security+

Tools

ConnectWise

Job description

Dedicated IT

Dedicated IT is a leading MSP (Managed Service Provider) with a niche focus on healthcare. Named #33 on CRN’s 2022 Fast Growth 150 List, we are a household name in Healthcare IT. Our people‑centric culture, amazing benefits and substantial year over year growth has positioned us as an employer of choice in the Managed Services space.

At Dedicated IT, we are invested in our employees. Their goals, growth, and success (both professional and personal) are a top priority. We offer career planning, career advancement opportunity, education/certification reimbursement, work/life balance, great benefits, and a people‑focused culture.

We are searching for multiple Level 2 Support Technicians to augment our Mid‑Market and SMB Service divisions and play a pivotal role in continued growth as we advance toward being a top 5 privately owned MSPs in the United States.

Position Summary

Location: South Africa – contract

Schedule: 8 AM – 5 PM, 9 AM – 6 PM EST (2p to 11p or 3p to 12a SAST), other schedules potentially available

Support Technicians help our clients manage their technology, support their employees, and respond to day‑to‑day support needs. Working in the Dedicated IT Service Desk provides an experience of learning and managing systems of all shapes and sizes across the healthcare industry. Employees can expect to be equipped with modern hardware, tools that automate the ability to deliver an amazing experience, and systems that level up skills and experience.

Support Technician II’s are customer‑oriented individuals that provide technical support to users efficiently and accurately. They primarily focus on fielding all incoming calls and assisting with e‑mailed tickets as needed, as well as assisting and mentoring ST1. Support Technician II's are considered DIT’s core technical team that support a large variety of clients, solving their technical problems through creative problem solving.

We Are Looking for Candidates That Embody Our Core Values:

• Collaborate: Leave your ego at the door. None of us is as smart as all of us. Collaboration propels us toward our common goals in a way that benefits the company, its people, and its clients.
• Own: Take extreme ownership of your role and establish yourself as the go‑to person in your position. Go above and beyond to deliver the right results: when you think sending an email is enough, pick up the phone and CALL.
• Dedicated: Model dedication, reliability, and responsibility. Rise to challenges, follow through, improve interpersonal experiences with clients, partners, and colleagues. Position yourself to be the most dedicated on your team every day.
• Empathize: See things from different angles and place yourself in others' shoes. Display genuine interest in, care and concern for our clients, partners, and colleagues in every interaction. Observe with the intent to learn and actively listen with the intent to truly hear.

Functions of Support Technician - Level 2

• Handle support tickets and work to resolve client issues within SLA times
• Work with team, Service Delivery Manager, and Team Lead to provide top quality service
• Work on a variety of basic to complex issues requested by end users
• Create tickets, document detailed notes, and accurately tracking time
• Update technical documentation in system
• Own and work email tickets when not answering calls or when requested
• Escalate requests or tickets to Team Lead with detailed notes of attempted remediations and recommended solutions
• Train/Mentor and Assist Support Technician I's
• Identify possible Major Incidents and notify Team Lead/Service Delivery Manager immediately
• Find alternative workarounds to problems when established procedures fail
• Train users in supported software & hardware
• Assist clients with the installation of business line software and related services for infrastructure or end‑user
• Vendor management for client related support ticket resolution
• Ensuring all cases are followed up on in a timely manner
• Provide timely updates to clients
• Assist in training new employees

Technical Skills Required

• Ability to solve problems without specific instructional guidance
• Observe daily activities to learn overall IT Infrastructure, methods, and industry standards
• Assist clients with the installation of business line software and related services
• Train users in supported software & hardware
• Work with vendor support contacts to resolve technical problems with Equipment & software
• Ability to explain technical information in simple terms
• Intermediate to advanced experience supporting/troubleshooting:
  • Workstation hardware
  • Windows/Mac OS
  • Mobile devices
  • MFA
  • Desk phones and headsets
  • Printers/Scanners
  • SharePoint/OneDrive/365
  • Active Directory
  • DNS/DHCP
  • NTFS/File permissions
  • Firewall/VPN
  • Network Infrastructure including R&S and APs/WAPs
• Understanding of support tools, techniques, and technology used to provide client services
• Typing skills to ensure quick and accurate entry of service ticket details: 50 WPM
• Technical Writing and Documenting

Education/Experience Qualifications

• High School Diploma/GED required.
• Certifications: CompTIA A+, Network+, Security+, Cisco, Microsoft Certifications – multiple preferred + relevant experience
• At least 2-3 years in a previous help desk or relevant advanced role, required.
• Prior MSP experience required
• Prior Healthcare IT experience preferred
• ConnectWise experience preferred
• Experience supporting medical clients, EMR, and HIPAA understanding preferred

Thanks for your interest in Dedicated IT!

Equal Employment Opportunity: Dedicated IT is committed to providing equal employment opportunities in all employment practices, without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, veteran’s status, disability, sexual orientation, or any other characteristic protected by law.