Level 2 Help Desk

Staff Domain Inc.; Johannesburg; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An innovative company is seeking a skilled Level 2 Help Desk Specialist to enhance IT support and resolve complex technical issues. This fully remote role involves troubleshooting system errors, managing user accounts, and collaborating with cross-functional teams to implement effective solutions. The position is vital for minimizing downtime and ensuring optimal IT infrastructure performance. If you are passionate about technology and eager to make a difference in a dynamic environment, this opportunity is perfect for you.

Benefits

Media Aid Plan

Provident Fund

Qualifications

• 1-2 years of experience in a technical support role or relevant internship.
• Basic understanding of IT infrastructure components and security protocols.

Responsibilities

• Investigate and resolve escalated technical issues related to hardware and software.
• Collaborate with Level 3 support to address complex technical challenges.

Skills

Technical Support

Problem-Solving

Communication Skills

IT Infrastructure Knowledge

Documentation Skills

Education

Associate Degree in Information Technology

Diploma in Computer Science

Tools

Active Directory

Datto RMM

Fortinet

Aruba

Unifi

ZKTeco

Synology

Job description

We are seeking a skilled Level 2 Help Desk Specialist to resolve escalated technical issues, troubleshoot complex system errors, and deliver advanced IT support to ensure seamless operations. The role involves managing user accounts, maintaining system documentation, and collaborating with cross-functional teams to implement technical solutions. This position is critical for minimizing downtime, enhancing user productivity, and maintaining robust IT infrastructure performance.

Job Responsibilities :

1. Investigate and resolve escalated technical issues related to hardware, software, and network systems
2. Configure and troubleshoot user accounts, permissions, and access controls in Active Directory
3. Perform root cause analysis for recurring system errors and implement permanent resolutions
4. Install, configure, and update enterprise software applications and operating systems
5. Monitor system performance metrics and proactively address potential stability risks
6. Maintain detailed documentation of technical procedures, resolutions, and system configurations
7. Collaborate with Level 3 support and infrastructure teams to resolve complex technical challenges
8. Provide guidance to Level 1 support staff through knowledge-sharing and incident escalation protocols
9. Conduct periodic system audits to ensure compliance with security policies and best practices

Job Requirements :

1. Associate degree or diploma in Information Technology, Computer Science, Facilities Management, or related field
2. 1-2 years of experience in a technical support role, facilities assistant position, or relevant internship experience
3. Basic understanding of IT infrastructure components such as networks, servers, and workstations
4. Familiarity with software installation, troubleshooting, and updates
5. Ability to assist with hardware procurement, deployment, and maintenance tasks
6. Basic knowledge of security protocols and data backup procedures
7. Experience assisting with facilities maintenance tasks, including office space organization and equipment upkeep
8. Awareness of health and safety regulations in the workplace
9. Ability to support coordination of repairs, maintenance, and emergency response activities
10. Good communication skills, both verbal and written, with the ability to interact effectively with team members and end-users
11. Willingness to learn and assist with providing training and support to staff members on IT systems and procedures
12. Basic problem-solving skills, with the ability to diagnose and escalate technical issues as needed
13. Ability to follow established procedures and guidelines to make informed decisions under supervision
14. Developing organizational skills, with the ability to manage tasks and prioritize workload effectively
15. Willingness to learn and assist with maintaining accurate records, generating reports, and tracking documentation

Nice to Haves :

• Datto RMM
• Fortinet
• Aruba
• Unifi
• ZKTeco
• Synology

Additional Information :

Working Days : Monday - Friday

Working Location : Fully Remote Role

Benefits :

• Media Aid Plan
• Provident Fund