Remote Enterprise Service Desk Analyst - Night Shift

Zohorecruit; South Africa; On-site; ZAR 240,000 - 360,000; Full time

Job summary

ScalableOS is seeking an Analyst, Enterprise Service Desk to serve as the initial contact for IT support requests, triage issues, and provide world-class client experience. You'll resolve or escalate incidents, document interactions, and work remotely or onsite as needed.

The role requires 2–5 years of Microsoft environment experience, an Associate’s degree, and strong communication skills. Night shifts and long shifts are possible, with a mix of remote and onsite duties.

Qualifications

• Associate's Degree in Technology or related field is required.
• 2–5 years of experience with Microsoft environments is required.
• 0–2 years MSP experience preferred.
• Network+ and Security+ certifications preferred.
• Knowledge of VMware, Citrix, VPN and Terminal Services is preferred.
• Familiarity with backup technologies and cloud applications.
• Strong Windows OS and Microsoft Office skills.
• Excellent communication and documentation skills.
• Willingness to work night shifts and long shifts as scheduled.

Responsibilities

• Serve as the first point of contact for IT requests via phone, email, or ticketing system.
• Maintain presence in phone queues to ensure consistent support.
• Troubleshoot and resolve basic desktop, software, network, and hardware issues.
• Assist with installation and configuration of devices and peripherals.
• Follow escalation procedures to ensure timely resolution.
• Document all interactions and resolutions in the ticketing system.
• Coordinate with vendors to resolve software/hardware issues.
• Install and configure OS, software, patches, updates.
• Perform basic virus removal and security maintenance.
• Monitor backups and assist data restoration when needed.
• Educate users on cybersecurity best practices.
• Assist with password resets, provisioning, and access control.
• Participate in on-call rotation for after-hours support.
• Document issues and escalate when necessary.

Skills

Customer service

Communication

Technical troubleshooting

Remote support

Documentation

Teamwork

On-call readiness

Cybersecurity awareness

Windows administration

Education

Associate's Degree in Technology or related field

Tools

VMware

Citrix

VPN

Terminal Services

Backup Technologies

Job description

ScalableOS is seeking an Analyst, Enterprise Service Desk to serve as the initial contact for IT support requests, triage issues, and provide world-class client experience. You'll resolve or escalate incidents, document interactions, and work remotely or onsite as needed.

The role requires 2–5 years of Microsoft environment experience, an Associate’s degree, and strong communication skills. Night shifts and long shifts are possible, with a mix of remote and onsite duties.