Senior Helpdesk Analyst - Remote, Advanced Support

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

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.