Level 2 IT Support Technician

Affinity International; Johannesburg; Remote; ZAR 865,000 - 1,264,000; Full time

Job summary

Affinity International seeks a Level 2 IT Support Technician to handle escalated tickets and deliver reliable remote IT assistance to a US-based team, during US EST business hours. The role suits a self‑directed professional who can independently resolve complex technical issues and clearly communicate with end users.

You will troubleshoot hardware, software, and network problems, administer Microsoft 365, Active Directory, and Windows environments, manage Intune endpoints, and log cases in ITSM

Qualifications

• 3–5 years of IT support with Level 2 troubleshooting experience.
• Solid knowledge of Microsoft 365, Active Directory, and Windows.
• Strong English communication, able to explain technical information clearly to non‑technical users.

Responsibilities

• Resolve Level 2 hardware, software, network, and system issues.
• Administer Microsoft 365 services including Outlook, Teams, SharePoint, and Exchange Online.
• Manage user accounts, permissions, and Group Policy via Active Directory and Azure/Entra ID.
• Troubleshoot network-related issues involving TCP/IP, DNS, DHCP, VPNs, and firewalls.
• Manage and support endpoints using Microsoft Intune, including device enrollment and endpoint security.
• Log, track, and resolve support tickets accurately using ITSM platforms such as ConnectWise, Autotask, or ServiceNow.
• Deliver professional remote support to international end users, maintaining clear and timely communication throughout.

Skills

IT support

Microsoft 365

Active Directory

Windows environments

Ticketing systems

English communication

Education

National Diploma or NQF 6 IT

Matric (Grade 12)

Tools

Microsoft Intune

ConnectWise

Autotask

ServiceNow

VPNs

Azure/Entra ID

Job description

OVERVIEW

We are recruiting on behalf of our client for a Level 2 IT Support Technician. Our client is a US-based organization seeking an experienced technician to handle escalated support tickets and provide reliable, professional IT assistance to their team. This is a fully remote, full-time position requiring availability during US Eastern Standard Time (EST) business hours, and is well suited to a self-directed professional who can manage complex technical issues independently and communicate confidently with end users.

KEY RESPONSIBILITIES

• Resolve escalated Level 2 hardware, software, network, and system issues, with occasional involvement in Level 3 support tasks
• Administer and support Microsoft 365 services including Outlook, Teams, SharePoint, and Exchange Online
• Manage user accounts, permissions, and Group Policy through Active Directory and Azure/Entra ID
• Troubleshoot network-related issues involving TCP/IP, DNS, DHCP, VPNs, and firewalls
• Manage and support endpoints using Microsoft Intune, including device enrollment and endpoint security
• Log, track, and resolve support tickets accurately using ITSM platforms such as ConnectWise, Autotask, or ServiceNow
• Deliver professional remote support to international end users, maintaining clear and timely communication throughout

REQUIREMENTS

• Matric (Grade 12) as a minimum; a National Diploma or relevant NQF Level 6 qualification in Information Technology is advantageous
• 3-5 years of experience in IT support, with demonstrated Level 2 troubleshooting ability
• Solid working knowledge of Microsoft 365, Active Directory, and Windows environments
• Proven experience supporting users remotely and managing tickets within a structured support environment
• CompTIA Network+, Microsoft certifications (such as MS-900, AZ-900, or MD-102), or equivalent industry certifications preferred
• Excellent spoken and written English, with the ability to communicate technical information clearly to non-technical users

PREFERRED EXPERIENCE

• Hands-on experience with Microsoft Intune and endpoint security management
• Prior exposure to Level 3 support tasks or junior systems administration responsibilities
• Experience working with US or UK clients in a remote staffing or managed services environment
• Familiarity with ITSM platforms, particularly ConnectWise, Autotask, or ServiceNow

KEY COMPETENCIES

• Strong communication skills
• High attention to detail
• Strong organisational skills
• Ability to work independently
• Professionalism and reliability