Senior IT Helpdesk Technician (Tier 2)

Dash BPO; Randburg; On-site; ZAR 420,000 - 540,000; Full time

Job summary

Dash BPO in Randburg is seeking an experienced IT Support Specialist to act as a Tier-2 escalation point, owning complex incidents and administrative tasks across Windows, macOS, and enterprise apps. You will manage Active Directory and Microsoft Entra ID, Microsoft 365 access, GPOs, and endpoint deployment, while troubleshooting network, VPN, DNS, DHCP, VLANs, and remote access.

The ideal candidate has 3–5 years in IT support in a corporate or 24/7 environment, strong documentation, a

Qualifications

• Minimum 3–5 years of professional IT support experience.
• Experience in a Tier 2, Senior Helpdesk, Desktop Support, or equivalent role.
• Experience working in a structured Service Desk or ITSM environment.
• Experience working against defined SLAs and escalation procedures.
• Experience supporting users in a corporate or enterprise environment.

Responsibilities

• Act as a primary technical escalation point for Tier 1 technicians.
• Diagnose and resolve Windows, hardware, software, peripheral, and network incidents.
• Perform root-cause analysis on recurring incidents and implement permanent fixes.
• Assist with AD, Entra ID, and Microsoft 365 user administration and access control.
• Troubleshoot network and connectivity issues including VPN, DNS, DHCP, and VLANs.
• Coordinate with vendors and third-party providers to resolve complex incidents.
• Create and maintain technical SOPs and knowledge base articles.

Skills

Windows troubleshooting

Active Directory

Microsoft 365

Networking basics

VPN remote access

ITSM/Helpdesk

Technical documentation

Customer service

Education

IT-related degree or diploma

Tools

Citrix

Azure Virtual Desktop

VMware Horizon

PowerShell

Job description

Key Responsibilities

1. Advanced Technical Support & Escalations

• Act asa primary technical escalation point for Tier 1 Helpdesk Technicians.
• Diagnoseand resolve complex Windows, hardware, software, peripheral, application,and network-related incidents.
• Troubleshootissues that cannot be resolved through standard Tier 1 procedures.
• Performroot-cause analysis (RCA) on recurring or high-impact technical incidents.
• Identifypermanent corrective actions rather than relying on temporary workarounds.
• Diagnoseand support speci alised endpoint and business applications.
• Supportremote and onsite users across corporate environments.
• Escalateincidents to Systems, Network, Security, vendors, or other specialistteams when required.
• Validatethat appropriate troubleshooting has been completed before incidents areescalated further.

2. Systems Administration & Identity Management

• PerformActive Directory and Microsoft Entra ID administration.
• Provision,modify, disable, and troubleshoot user accounts and access.
• Managesecurity groups, distribution groups, organisational units, and role-basedpermissions.
• Applyand troubleshoot Group Policy Objects (GPOs).
• SupportMicrosoft 365 services and user access.
• Troubleshootauthentication, MFA, account lockout, permissions, and identity-relatedissues.
• Maintainelevated administrative permissions responsibly and in accordance withsecurity policies.
• Assistwith user onboarding, transfers, access changes, and offboardingactivities.
• Configure,deploy, troubleshoot, and maintain Windows 10/11 workstations and laptops.
• SupportmacOS endpoints where required.
• Install,configure, package, and troubleshoot approved business applications.
• Diagnosehardware failures involving desktops, laptops, monitors, headsets,peripherals, and other endpoint equipment.
• Assistwith operating system deployments, software upgrades, patches, andconfiguration changes.
• Testand stage new endpoint hardware and software before wider deployment.
• Assistwith standardisation of workstation builds and configurations.
• Supportremote administration and endpoint management tools.

4. Network & Connectivity Support

• TroubleshootTCP/IP connectivity and network configuration issues.
• DiagnoseDHCP, DNS, gateway, routing, and connectivity problems.
• TroubleshootVLAN assignment and endpoint network access issues.
• SupportVPN and secure remote-access troubleshooting.
• Performnetwork connectivity testing and assist with isolating LAN, WAN, ISP,Wi-Fi, and endpoint-related faults.
• Workwith Network Engineers or Network Specialists when incidents requiredeeper infrastructure investigation.
• Coordinatewith ISPs and telecommunications providers where required.
• Ensureincidents and service requests are handled according to agreed SLAs.
• Prioritiseincidents according to business impact, urgency, and severity.
• Takeownership of escalated incidents through to resolution or appropriatetechnical escalation.
• Maintainaccurate ticket notes, troubleshooting records, timestamps, actions, andresolution details.
• Identifyrecurring incidents and recommend Problem Management investigations.
• Assistwith major incidents and service outages where required.
• Provideclear technical and operational updates during high-impact incidents.
• Ensureresolved incidents contain sufficient information for futuretroubleshooting and reporting.

6. Vendor & Third-Party Coordination

• Engagewith second-line vendor support where internal troubleshooting has beenexhausted.
• Coordinatesupport cases with ISPs, OEM hardware suppliers, software vendors, andother technology providers.
• Providevendors with appropriate diagnostic information, logs, screenshots, andtroubleshooting evidence.
• Trackvendor incidents through to resolution.
• Coordinatewarranty replacements and hardware repairs where required.

7. Documentation & Knowledge Management

• Createand maintain technical Standard Operating Procedures (SOPs).
• Developtroubleshooting guides, technical runbooks, and knowledge base articles.
• Documentknown errors, recurring incidents, workarounds, and permanent resolutions.
• Ensuretechnical documentation remains accurate and current.
• Convertfrequently escalated issues into documented Tier 1 procedures whereappropriate.
• Contributeto continuous improvement of the Service Desk knowledge base.
• Mentorand coach Tier 1 Helpdesk Technicians.
• Assistjunior technicians in developing structured troubleshooting methodologies.
• Provideguidance on escalation criteria and incident prioritisation.
• Reviewticket quality and provide feedback where troubleshooting or documentationis insufficient.
• Sharetechnical knowledge with the broader IT team.
• Supportthe development of Tier 1 technicians toward more advanced technicalresponsibilities.
• Promotea culture of ownership, accountability, documentation, and continuousimprovement.

9. IT Operations & Continuous Improvement

• Identifyopportunities to automate repetitive IT support activities.
• Assistwith PowerShell scripts and other operational automation.
• Participatein testing and deployment of new technologies.
• Assistwith IT infrastructure and endpoint projects.
• Recommendimprovements to IT support processes and technical standards.
• Participatein change implementation and post-change validation.
• Assistwith capacity, asset, and configuration management activities whererequired.

Requirements

Education

• Diploma,Associate Degree, Bachelor's Degree, or equivalent qualification inInformation Technology, Computer Science, Information Systems, or arelated discipline.

Relevant professional certifications may be consideredalongside practical experience.

Preferred Certifications

One or more of the following would be advantageous:

• CompTIAA+
• CompTIANetwork+
• CompTIASecurity+
• MicrosoftSecurity, Compliance, and Identity Fundamentals (SC-900)
• ITILFoundation
• RelevantMicrosoft 365 or Azure certifications
• CCNAor equivalent networking certification

Experience

• Minimum 3-5 years of professional IT support experience.
• Atleast 1-2 years in a Tier 2, Senior Helpdesk, Desktop Support, orequivalent technical support role.
• Demonstrableexperience resolving incidents beyond standard first-line troubleshooting.
• Experienceworking within a structured Service Desk or ITSM environment.
• Experienceworking against defined SLAs and escalation procedures.
• Experiencesupporting users in a corporate or enterprise environment.

Experience within a 24/7, BPO, contact center, managedservices, or high-availability environment would be advantageous.

The successful candidate should demonstrate strong practicalknowledge of:

• Windows10 and Windows 11
• macOSsupport
• ActiveDirectory
• Microsoft365
• GroupPolicy
• Userand access administration
• TCP/IPnetworking
• DHCPand DNS
• VLANs
• VPNsand remote-access technologies
• Endpointhardware troubleshooting
• Applicationinstallation and troubleshooting
• Remoteadministration tools
• ITSM/helpdeskplatforms
• Endpointsecurity fundamentals
• Technicallogging and diagnostics

Exposure to virtual desktop technologies such as Citrix,Azure Virtual Desktop (AVD), or VMware Horizon would be advantageous.

Analytical Problem Solving

Able to systematically diagnose complex technical problems,distinguish symptoms from underlying causes, and develop sustainable solutions.

Ownership & Accountability

Takes responsibility for escalated incidents and drives themtoward resolution rather than simply transferring tickets between teams.

Communication

Communicates technical information clearly to users, juniortechnicians, management, vendors, and specialist technical teams.

Technical Documentation

Produces concise, accurate, and reusable technicaldocumentation.

Customer Service

Maintains professionalism and urgency while supporting users experiencing technical disruption.

Prioritisation

Able to manage multiple incidents simultaneously whileconsidering SLA, severity, operational impact, and business priorities.

Security Awareness

Understands the responsibility associated with privilegedaccess and follows security, access-control, and change-management procedures.

Key Performance Indicators

Performance may be measured against:

• MeanTime to Resolution (MTTR)
• Escalatedticket resolution rate
• First-touchresolution of Tier 2 incidents
• Ticketbacklog and ageing
• Qualityand completeness of ticket documentation
• Knowledgebase and SOP contributions
• SuccessfulTier 1 knowledge transfer
• Customer/usersatisfaction
• Change success rate
• Compliancewith security and access-management procedures