Level 2 Helpdesk Engineer

Job Description : Tier 2 Helpdesk Engineer - Remote

Position Overview :

The Tier 2 Helpdesk Engineer is responsible for providing advanced technical support to end-users, resolving complex issues, and ensuring the smooth operation of IT systems. This role involves troubleshooting, diagnosing, and resolving hardware and software problems, as well as collaborating with other IT team members to improve service delivery.

These roles involve supporting a US partner (Eastern) start times will be 3pm / 4pm - 12am / 1am SAST.

Key Responsibilities :

• Provide advanced technical support for hardware, software, and network issues.
• Diagnose and resolve complex technical problems escalated from Tier 1 support.
• Assist with the installation, configuration, and maintenance of IT systems.
• Document and track issues, resolutions, and updates in the helpdesk ticketing system.
• Collaborate with other IT team members to develop and implement solutions.
• Ensure compliance with IT policies and procedures.
• Microsoft Technologies : Utilize strong skills in Microsoft technologies, including Office 365 and Azure, to support and troubleshoot related issues.
• Networking : Apply working knowledge of firewalls, switches, access points, and basic configurations to resolve network-related problems.
• System Configuration : Perform basic configurations and maintenance of network devices to ensure optimal performance and security.
• SLA Performance : P1 tickets responded to in less than 30 minutes, P2 tickets responded to in less than 1 hour, P3 tickets responded to in less than 4 hours, and P4 tickets responded to in less than 8 hours.

Qualifications :

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 2+ years of experience in IT support or helpdesk roles.
• Strong knowledge of Windows and Mac operating systems, networking, and common software applications.
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.
• Microsoft Expertise : Proficiency in Office 365 and Azure. Certifications are a plus!
• Networking Skills : Knowledge of firewalls, switches, access points, and basic configurations.