Senior Helpdesk Analyst (Remote)

Placements24; Polokwane; Hybrid; ZAR 300,000 - 480,000; Full time

Benefits offered by this job

Fully remote

Training sponsorship

Career progression

Company laptop

Home office reimbursement

Health insurance

Job summary

Placements24 is seeking a Senior Helpdesk Analyst to join a fully remote SA operations team. The role focuses on resolving complex support requests, mentoring juniors, and maintaining high service levels from a home office.

The ideal candidate has 5+ years in IT support, strong Windows/macOS and networking knowledge, and is comfortable working independently in a remote environment with a trusted, collaborative team.

Qualifications

• 5+ years in IT support or helpdesk role.
• Proficient with Windows and macOS, MS Office and business apps.
• Strong understanding of TCP/IP, DNS, DHCP, VPNs.
• Experience with Active Directory and policy management.
• Excellent analytical, problem-solving and communication skills.
• Ability to work independently in a remote environment.
• IT certifications such as CompTIA A+, Network+, MCSE are highly preferred.
• Dedicated home office with reliable internet is mandatory.

Responsibilities

• Provide advanced technical support for hardware, software, and network issues to internal users and external customers.
• Analyze, diagnose, and resolve complex technical problems, escalating when necessary to senior IT staff or vendors.
• Manage and maintain the IT ticketing system, ensuring accurate tracking and resolution of all reported issues.
• Develop, implement, and document IT support procedures and best practices.
• Mentor and guide junior helpdesk staff, providing training and support on technical issues and procedures.
• Contribute to IT asset management, including hardware and software inventory.
• Participate in planning and execution of IT system upgrades and deployments.
• Proactively monitor IT systems for potential issues and implement preventative measures.
• Ensure compliance with IT security policies and procedures.

Skills

Windows

macOS

Networking

Customer service

Remote work

Education

CompTIA A+

Network+

MCSE

Tools

Active Directory

Group Policy

VPNs

Office 365

Job description

About the Role

Our client is looking for an experienced and proactive Senior Helpdesk Analyst to join their fully remote operations team. This is an exceptional opportunity to contribute your expertise from the comfort of your home office, anywhere within South Africa. You will be responsible for managing and resolving more complex technical support requests, mentoring junior team members, and contributing to the overall efficiency and effectiveness of our helpdesk function. As a remote-first organization, we foster a culture of trust, autonomy, and collaboration. The ideal candidate will have a proven track record in IT support, strong analytical skills, and a passion for delivering outstanding technical solutions remotely. This role, based conceptually in Polokwane, Limpopo, ZA , is entirely virtual.

Key Responsibilities

• Provide advanced technical support for hardware, software, and network issues to internal users and external customers.
• Analyze, diagnose, and resolve complex technical problems, escalating when necessary to senior IT staff or vendors.
• Manage and maintain the IT ticketing system, ensuring accurate tracking and resolution of all reported issues.
• Develop, implement, and document IT support procedures and best practices.
• Mentor and guide junior helpdesk staff, providing training and support on technical issues and procedures.
• Contribute to IT asset management, including hardware and software inventory.
• Participate in the planning and execution of IT system upgrades and deployments.
• Proactively monitor IT systems for potential issues and implement preventative measures.
• Ensure compliance with IT security policies and procedures.

Requirements

• A minimum of 5 years of experience in IT support, helpdesk operations, or a related technical role.
• In-depth knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common business applications.
• Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs) and hardware troubleshooting.
• Experience with Active Directory, group policies, and user account management.
• Excellent analytical, problem-solving, and critical-thinking skills.
• Superb communication and customer service skills, with the ability to explain technical concepts clearly.
• Proven ability to work independently, manage priorities, and meet deadlines in a remote environment.
• Relevant IT certifications such as CompTIA A+, Network+, MCSE, or similar are highly preferred.
• A dedicated home office setup with reliable high-speed internet access is mandatory.

Benefits

• Highly competitive annual salary of ZAR .
• Fully remote work arrangement, providing ultimate flexibility.
• Opportunities for advanced training and professional certification sponsorship.
• Career progression into IT management or specialized technical roles.
• Company-provided laptop and essential software.
• Reimbursement for home office equipment and internet costs.
• Comprehensive health insurance coverage.