Senior Helpdesk Lead – Remote IT Support & Mentoring

Placements24; Klerksdorp; Hybrid; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Bonuses

Health, dental and vision insurance

Remote work lifestyle

Professional development budget

Collaborative remote environment

Job summary

Placements24 is seeking a Senior Helpdesk Analyst to join a fully remote IT support team serving operations based out of Klerksdorp. You will lead troubleshooting, mentor junior staff, and manage escalated issues to maintain high service standards.

Requirements include 5+ years in IT support or helpdesk, strong OS and network proficiency, experience with ticketing systems and remote tools, and relevant certifications such as CompTIA A+ or Network+.

Qualifications

• 5+ years of experience in IT support, helpdesk operations, or a similar role.
• Strong proficiency in operating systems, network protocols, and common business applications.
• Experience with IT support ticketing systems and remote support tools.
• Excellent analytical, problem-solving, and critical thinking skills.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are highly desirable.

Responsibilities

• Provide advanced technical support and troubleshooting for complex hardware, software, and network issues.
• Mentor and guide junior helpdesk analysts, fostering a culture of continuous learning and skill development.
• Manage and prioritize escalated support tickets, ensuring timely and effective resolution.
• Develop and maintain IT documentation, including knowledge base articles, procedures, and best practices.
• Collaborate with other IT teams to implement system upgrades, new technologies, and process improvements.

Skills

IT support experience

Helpdesk operations

Operating systems

Network protocols

Ticketing systems

Remote support tools

Analytical skills

Problem solving

Education

CompTIA A+

CompTIA Network+

Microsoft certifications

Tools

Ticketing systems

Remote access tools

Knowledge base software

Job description

Placements24 is seeking a Senior Helpdesk Analyst to join a fully remote IT support team serving operations based out of Klerksdorp. You will lead troubleshooting, mentor junior staff, and manage escalated issues to maintain high service standards.

Requirements include 5+ years in IT support or helpdesk, strong OS and network proficiency, experience with ticketing systems and remote tools, and relevant certifications such as CompTIA A+ or Network+.