Remote Helpdesk Technician II – Escalation Specialist

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

Job summary

A Managed Service Provider is seeking a Helpdesk Technician II to join their team in Stellenbosch, South Africa. This role focuses on providing high-quality technical assistance, managing escalated issues from junior technicians, and requires strong knowledge of Windows and MacOS. Successful candidates will possess A+ and/or Network+ certifications, and the position allows for remote work flexibility. The role offers a competitive salary, bonus eligibility, and a comprehensive benefits package.

Benefits

Competitive salary: R300,000 - R350,000 per year

Quarterly bonus eligibility

Comprehensive benefits package

Paid time off

Educational reimbursement

Team culture events

Qualifications

• Understanding of desktop support and proactive issue resolution.
• Strong troubleshooting skills for hardware and software.
• Ability to maintain documentation for support resolutions.

Responsibilities

• Address escalated tickets and guide junior staff.
• Perform detailed troubleshooting for all user systems.
• Assist with implementing new hardware.

Skills

Windows 10/11 proficiency

MacOS proficiency

Understanding of cloud services (Office 365, Azure, AWS)

Exceptional communication skills

Ability to work independently

Education

A+ certification

Network+ certification

MD-102 certification (preferred)

Tools

Windows Server 2016/2019/2022

Sonic firewalls

Datto networking

Microsoft 365 Office Suite

Datto BCDR

Autotask PSA

Job description

A Managed Service Provider is seeking a Helpdesk Technician II to join their team in Stellenbosch, South Africa. This role focuses on providing high-quality technical assistance, managing escalated issues from junior technicians, and requires strong knowledge of Windows and MacOS. Successful candidates will possess A+ and/or Network+ certifications, and the position allows for remote work flexibility. The role offers a competitive salary, bonus eligibility, and a comprehensive benefits package.