Remote Helpdesk Technician

FusionTek; Remote; ZAR 250 000 - 300 000; Full time

Job summary

A managed service provider is seeking a Helpdesk Technician to deliver excellent technical support and customer service. The role involves desktop support, troubleshooting, and engaging in security-related tasks. Ideal candidates should have at least 2 years of IT support experience, familiarity with Windows and MacOS, and strong communication skills. This is a fully remote position offering a competitive salary and a comprehensive benefits package, including bonuses and educational reimbursement.

Benefits

Competitive salary

Quarterly bonus eligibility

Comprehensive benefits package

Educational reimbursement

Qualifications

• Minimum of 2 years of professional IT support experience.
• Strong understanding of desktop operating systems required.
• Experience with Azure and/or AWS is a plus.

Responsibilities

• Providing desktop and laptop support and troubleshooting issues.
• Engaging in security-related tasks and assisting with MFA enrollment.
• Documenting and tracking tickets using the ticketing system.

Skills

Technical support

Communication skills

Time management

Education

A+ certification

Network+ certification

Tools

Ticketing systems (e.g., Autotask)

Windows 10

Windows 11

MacOS

Microsoft 365 suite

Job description

About FusionTek

FusionTek is a Managed Service Provider (MSP) with offices in multiple US locations. We focus on IT infrastructure management for small- to mid-sized businesses and have grown rapidly since 2007.

Our Core Values

• We are team players, collectively working toward a common goal.
• We bring a growth mindset to help coworkers, clients, and the company succeed.
• We do the right thing with honesty and transparency, always putting clients first.
• We take ownership of work and see it through to completion.

Helpdesk Technician

As a Helpdesk Technician at FusionTek you will provide excellent technical support and customer service to clients. You should have a solid understanding of desktop operating systems and be driven to deliver the best possible experience.

Responsibilities

• Providing desktop and laptop support, troubleshooting break/fix issues, and assisting with application installations and configurations.
• Engaging in security-related tasks, including investigating malware alerts and assisting users with MFA enrollment.
• Documenting, tracking, and escalating tickets using our ticketing system.
• Collaborating with a team to deliver world-class service to clients.
• This role is fully remote and offers flexibility to work from anywhere. Working hours will be determined during the hiring process to align with business requirements and availability.

Requirements

• Minimum of 2 years of professional IT support experience.
• Experience with Windows 10, 11, and MacOS operating systems.
• Familiarity with the Microsoft 365 suite.
• Basic knowledge of Office 365 cloud services is a plus.
• Experience with Azure and/or AWS is a plus.
• Strong time management skills and attention to detail.
• Excellent verbal and written communication skills.
• A+ and/or Network+ certifications are preferred.
• Experience with ticketing systems (e.g., Autotask) is a plus.

Benefits

• Competitive salary: R250,000 - R300,000 per year.
• Quarterly bonus eligibility to reward performance.
• Comprehensive benefits package.
• Paid time off and leave policies in line with South African standards.
• Educational reimbursement for certification exams and access to company-supplied training resources.
• Team culture: fun events and opportunities to connect with colleagues.>