Remote IT Helpdesk Technician – L2/L3 MSP Support

Virtustant; South Africa; Remote; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Remote work

US client exposure

Training provided

Job summary

Virtustant seeks an experienced IT Helpdesk Remote Technician L2/L3 to provide level 2 and 3 remote support for US clients. You will handle calls, video meetings and ticket-based work from a South Africa-based home office in a fast-paced MSP environment.

You will join a collaborative team, manage incidents through to resolution, and adapt to a modern tool stack including ConnectWise, Microsoft 365, Windows 365 and AI tooling.

Qualifications

• Proven experience in L2/L3 help desk or IT support; not entry-level.
• Fluent, clear spoken and written English for US clients.
• Stable work history with no frequent short stints.
• Willingness to work 8:00 AM – 5:00 PM US Eastern.
• Based in South Africa with a reliable home setup.
• Quick learner able to pick up new tools and processes within 90 days.

Responsibilities

• Resolve escalated L2/L3 tickets from diagnosis to fix.
• Take inbound support calls and join video meetings with end users.
• Troubleshoot Microsoft 365, cloud PC, endpoint, network and user-account issues.
• Log, update and close tickets in ConnectWise per documented processes.
• Own problems through to resolution, including outages when needed.
• Collaborate with teammates on Microsoft Teams to share knowledge.

Skills

L2/L3 support

English proficiency

stable work history

learn quickly

remote work readiness

Tools

ConnectWise

Microsoft 365

Windows 365

AI tools

3CX

Job description

Virtustant seeks an experienced IT Helpdesk Remote Technician L2/L3 to provide level 2 and 3 remote support for US clients. You will handle calls, video meetings and ticket-based work from a South Africa-based home office in a fast-paced MSP environment.

You will join a collaborative team, manage incidents through to resolution, and adapt to a modern tool stack including ConnectWise, Microsoft 365, Windows 365 and AI tooling.