Remote Helpdesk Technician II – Escalation Specialist

FusionTek; Remote; ZAR 300 000 - 350 000; Full time

Job summary

A Managed Service Provider seeks a Helpdesk Technician II in Durban to provide high-quality technical support. Responsibilities include resolving escalated tickets, troubleshooting systems, and collaborating to enhance client satisfaction. Required skills include strong knowledge of Windows, MacOS, and cloud services. This remote role offers competitive compensation ranging from R300,000 to R350,000 per year alongside benefits including educational reimbursement and paid time off.

Benefits

Competitive salary

Quarterly bonus eligibility

Comprehensive benefits package

Paid time off

Educational reimbursement

Team culture events

Qualifications

• Proactive approach to resolving technical issues.
• Strong expertise in desktop support for complex problems.
• Ability to assist with new desktop and laptop implementations.

Responsibilities

• Address escalated tickets from Helpdesk Technician I.
• Perform detailed troubleshooting for desktop and laptop systems.
• Ensure accurate documentation for support interactions.

Skills

Windows 10/11 knowledge

MacOS knowledge

Windows Server 2016/2019/2022 knowledge

Sonic firewalls knowledge

Datto networking knowledge

Networking concepts

Microsoft 365 Office Suite knowledge

Azure knowledge

AWS knowledge

Datto BCDR knowledge

Experience with Autotask PSA

Education

A+ Certification

Network+ Certification

MD-102

Job description

A Managed Service Provider seeks a Helpdesk Technician II in Durban to provide high-quality technical support. Responsibilities include resolving escalated tickets, troubleshooting systems, and collaborating to enhance client satisfaction. Required skills include strong knowledge of Windows, MacOS, and cloud services. This remote role offers competitive compensation ranging from R300,000 to R350,000 per year alongside benefits including educational reimbursement and paid time off.