Senior Helpdesk Analyst - Remote First Environment

Placements24; Polokwane; Hybrid; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Fully remote work environment

Health insurance

Professional development budget

Company laptop

Regular performance reviews

Team virtual events

Job summary

Placements24 is seeking a Senior Helpdesk Analyst to join a fully remote IT team. This role focuses on resolving complex issues, managing helpdesk operations, and improving IT infrastructure across a distributed workforce.

You will support Windows and macOS, Office 365, AD, and cloud services while upholding SLAs. The ideal candidate has 5+ years of IT support experience, strong communication, and the ability to work independently in a remote setting.

Qualifications

• 5+ years of experience in IT support or similar role.
• Deep knowledge of Windows, macOS, MS Office, and common business apps.
• Experience with TCP/IP, DNS, DHCP and network hardware.
• Proficient in Active Directory and cloud services (Office 365).
• Strong analytical, problem-solving and communication skills.
• Able to work independently in a remote setting.
• Relevant IT certifications (CompTIA A+, Network+) are desirable.
• Stable internet and dedicated home office setup.

Responsibilities

• Provide advanced technical support and troubleshooting for end-users across hardware and software.
• Manage and resolve complex helpdesk tickets, ensuring timely resolution and adherence to SLAs.
• Install, configure, and maintain hardware, software, and network components.
• Develop and maintain IT documentation, including user guides and SOPs.
• Monitor system performance and identify potential issues, implementing preventative measures.
• Assist in IT asset management, including licenses and hardware.

Skills

Windows OS

macOS

Office 365

Active Directory

Networking TCP/IP

Remote support tools

Ticketing systems

Tools

Ticketing systems

Remote access tools

Microsoft 365 admin tools

Job description

About the Role

Our client, a leading technology firm renowned for its innovative software solutions, is seeking a highly skilled Senior Helpdesk Analyst to join their fully remote workforce. This role is ideal for an experienced IT professional who thrives in a distributed team environment and is passionate about providing top-tier technical support. You will be responsible for resolving complex IT issues, managing helpdesk operations, and contributing to the continuous improvement of our IT infrastructure and support services. Working entirely remotely, you will collaborate with teams across different time zones, leveraging technology to ensure seamless support delivery. If you are a self-motivated individual with a strong technical background and a commitment to excellence, this opportunity based out of **Limpopo**'s service region is perfect for you. Join our client's forward-thinking, remote-first company and elevate your career.

Key Responsibilities

• Provide advanced technical support and troubleshooting for end-users across various hardware and software platforms.
• Manage and resolve complex helpdesk tickets, ensuring timely resolution and adherence to SLAs.
• Install, configure, and maintain hardware, software, and network components.
• Develop and maintain IT documentation, including user guides, knowledge base articles, and standard operating procedures.
• Monitor system performance and identify potential issues, implementing preventative measures.
• Assist in the management of IT assets, including hardware and software licenses.
• Train and mentor junior helpdesk staff on technical issues and best practices.
• Collaborate with IT management on infrastructure upgrades and new technology implementations.
• Participate in IT projects as required, contributing technical expertise.
• Ensure compliance with IT security policies and procedures.

Requirements

• A minimum of 5 years of experience in IT support, helpdesk operations, or a similar role.
• In-depth knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common business applications.
• Experience with network troubleshooting (TCP/IP, DNS, DHCP) and network hardware.
• Proficiency in managing Active Directory, Office 365, and cloud-based services.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Experience with remote support tools and ticketing systems.
• Ability to work independently, manage priorities effectively, and meet deadlines in a remote setting.
• Relevant IT certifications (e.g., CompTIA A+, Network+, MCSA) are highly desirable.
• Must have a stable internet connection and a dedicated home office setup.

Benefits

• Fully remote work environment, offering significant lifestyle flexibility.
• Competitive salary with regular reviews and potential for bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with generous company contributions.
• Annual budget for professional development, training, and certifications.
• Company-provided laptop and relevant software licenses.
• Regular virtual team social events and collaboration opportunities.
• Employee assistance program for confidential support.
• Opportunities for career advancement into specialized IT roles.
• Be part of a forward-thinking, remote-first organization.