Service Desk Specialist

Techify Inc; Cape Town; Remote; ZAR 250 000 - 350 000; Full time

Job summary

A managed IT services firm seeks a Service Desk Specialist to deliver fast, thoughtful IT support. In this remote role, you will assist clients with technical issues, improve processes, and utilize AI tools for proactive support. The ideal candidate has over 3 years in IT support, strong communication skills, and a knack for problem-solving. Apply by June 25.

Qualifications

• 3+ years of experience supporting users in IT or Service Desk environments.
• Eager to learn new technologies and improve processes.
• Clear and confident communication of complex technical details.
• Thrives in fast-paced environments.
• Takes ownership of work and ensures issues are resolved properly.

Responsibilities

• Help clients regain access to Microsoft accounts.
• Troubleshoot Teams performance issues.
• Use AI tools to resolve alerts proactively.
• Update documentation after support sessions.
• Assist technicians with escalated tickets.

Skills

Troubleshooting

Client communication

IT support

Adaptability

Process improvement

Job description

Company Overview

Techify Inc. is a managed IT services firm dedicated to providing exceptional IT support that saves clients time and reduces risk.

We pride ourselves on our rapid response times and comprehensive data protection, serving professional services companies and non-profit organizations across the Greater Toronto Area.

Summary

Do you love helping people, solving problems, and keeping technology running smoothly?

About the Role

As a Service Desk Specialist, you will join a collaborative, high‑performing team that takes pride in delivering fast, thoughtful, and reliable support. You will approach each challenge with care and curiosity, solving issues, improving processes, and using AI‑powered tools and automation to work smarter and deliver outstanding results. Clients will enjoy working with you because you communicate with confidence, think ahead, and genuinely want to make things better. From quick fixes to complex solutions, you will help ensure our clients feel confident, supported, and genuinely valued every time they interact with Techify.

Qualifications

• 3+ years of experience supporting users in an IT or Service Desk environment and love helping people solve problems.
• Curious by nature, eager to learn new technologies, improve processes, and share knowledge with your team.
• Communicates clearly and confidently, even when explaining complex technical details.
• Thrives in a fast‑paced environment where every interaction matters and no two days are the same.
• Believes great support is more than fixing issues, it is about making every client feel understood, valued, and supported.
• Takes ownership of work and follows through on commitments, ensuring issues are resolved right the first time.
• Brings a growth mindset, staying adaptable as tools, clients, and technology evolve.
• Comfortable with shift‑based work and after‑hours support rotations as part of a collaborative team.

What You'll Do

• Help a client regain access to their Microsoft account and walk them through a quick security best‑practice update.
• Troubleshoot a Teams performance issue and collaborate with a colleague to resolve a network configuration challenge.
• Use AI tools or automation scripts to identify and resolve recurring alerts before clients even noticed.
• Update documentation in ITGlue after discovering a configuration change during a support session.
• Jump on a call to assist another technician with an escalated ticket and share insights afterward.
• Join the weekly Service Desk huddle to review metrics, share ideas, and celebrate client wins.

Application Details

Job Type: Full‑time

Work Location: Remote

Application Deadline: 06/25

Please complete the following survey as part of your application: Have you submitted the Culture Index Survey? (Note: Resumes will not be reviewed unless this is submitted along with your resume).

Interested?