Remote IT Helpdesk Analyst

Placements24; Vereeniging; Hybrid; ZAR 180,000 - 280,000; Full time

Benefits offered by this job

Fully remote

Health insurance

Retirement plan

Certifications & training

Paid time off

Career growth

Job summary

Placements24 is seeking a Remote IT Helpdesk Analyst to join a leading software solutions team. You will provide first and second-level IT support for hardware, software and network issues from a fully remote environment.

Based in South Africa, Vereeniging area, on-site work may be required in the future. The role emphasizes autonomy, collaboration, and proactive problem-solving to keep systems running smoothly.

Qualifications

• 3+ years in IT helpdesk or technical support.
• Strong knowledge of Windows and macOS, Microsoft 365, and common business apps.
• Proficiency with remote support tools and ticketing systems (ServiceNow, Zendesk).
• Excellent troubleshooting and problem-solving skills with a logical approach.

Responsibilities

• Provide remote technical support for hardware, software, and network issues.
• Diagnose, troubleshoot and resolve technical problems using remote access tools.
• Install, configure and deploy hardware and software for employees.
• Manage user accounts, permissions, and access rights.
• Document all tickets and resolutions in the ITSM system.
• Escalate complex issues to senior IT staff or vendors as needed.
• Maintain IT inventory and assets.
• Contribute to IT knowledge base articles and guides.
• Identify and prevent potential IT issues and keep up with trends.

Skills

Troubleshooting

Remote work

Communication

Time management

Education

Bachelor's degree in Computer Science/IT

CompTIA A+

CompTIA Network+

MCSA

Tools

ServiceNow

Zendesk

Microsoft 365

Remote access tools

Job description

About the Role

Our client, a leader in innovative software solutions, is seeking a highly skilled and self-motivated Remote IT Helpdesk Analyst to join their fully remote technical support team. This is a critical role focused on providing comprehensive first and second-level IT support to employees across the organization, ensuring seamless technological operations. As a remote-first company, we emphasize autonomy, collaboration, and a strong sense of community among our distributed workforce. You will be instrumental in resolving a wide array of IT-related issues, from hardware and software troubleshooting to network connectivity problems. The ideal candidate possesses a deep technical understanding, excellent diagnostic skills, and a proactive approach to preventing future issues. This position offers an excellent opportunity for a dedicated IT professional to grow their career within a dynamic and supportive virtual environment, contributing directly to the productivity and efficiency of the entire company.

Key Responsibilities

• Provide remote technical support to end-users for hardware, software, and network issues.
• Diagnose, troubleshoot, and resolve technical problems efficiently using remote access tools.
• Install, configure, and deploy new hardware and software for employees.
• Manage user accounts, permissions, and access rights.
• Document all support tickets, troubleshooting steps, and resolutions accurately in the IT service management system.
• Escalate complex technical issues to senior IT specialists or vendors as needed.
• Assist in maintaining IT inventory and asset management.
• Contribute to the creation and maintenance of IT knowledge base articles and user guides.
• Proactively identify potential IT issues and implement preventative measures.
• Stay up-to-date with the latest technology trends and best practices in IT support.

Requirements

• Minimum of 3 years of experience in an IT helpdesk or technical support role.
• Strong knowledge of Windows and macOS operating systems, Microsoft 365 suite, and common business applications.
• Proficiency with remote support tools and ticketing systems (e.g., ServiceNow, Zendesk).
• Excellent troubleshooting and problem-solving skills, with a logical approach.
• Strong verbal and written communication skills, with the ability to explain technical concepts clearly.
• Relevant IT certifications (e.g., CompTIA A+, Network+, MCSA) are highly desirable.
• Ability to work independently, manage time effectively, and maintain productivity in a remote setting.
• Bachelor's degree in Computer Science, Information Technology, or a related field is a plus.
• Must have a reliable internet connection and a dedicated workspace.
• Based in or willing to relocate to the vicinity of Vereeniging, Gauteng, ZA for potential future on-site requirements.

Benefits

• Competitive annual salary of R .
• Fully remote position with excellent work-life balance.
• Comprehensive health insurance and retirement savings plan.
• Opportunities for advanced IT certifications and training.
• Generous paid time off and company holidays.
• Access to cutting-edge IT tools and resources.
• A collaborative and supportive virtual team environment.
• Career advancement opportunities within a growing tech company.