Support Technician

Netsurit; Remote; ZAR 300 000 - 500 000; Full time

Job summary

A global Managed Services Provider is seeking a System Support Technician (Tier 2) to join their IT support team. This remote role involves providing frontline support, managing escalations, troubleshooting Windows desktop, server issues, and network problems. Ideal candidates will have 2-4 years of IT support experience, strong communication skills, and knowledge of relevant tools like ConnectWise and Kaseya. Join an innovative team focused on employee growth and quality customer service.

Benefits

Hybrid work environment

Career development opportunities

Exposure to real infrastructure and projects

Qualifications

• 2-4 years IT support experience (Service Desk/MSP/Internal IT).
• Experience in Tier 2 or escalation support.
• Strong knowledge of hardware & software troubleshooting.

Responsibilities

• Handle inbound support calls and document issues.
• Manage escalations and de-escalations.
• Troubleshoot Windows Server, networking issues, and security vulnerabilities.

Skills

IT support experience

Networking fundamentals

Windows desktop & server knowledge

Organized and calm under pressure

Strong communication skills

Tools

ConnectWise

Kaseya VSA

Jira

ServiceNow

Job description

System Support Technician (Tier 2)

Location: Remote

Type: Full-Time

Work Hours: US Central MT (5 PM to 1 AM / 2 AM SAST)

About Netsurit

Netsurit is a global Managed Services Provider (MSP) empowering clients to grow, innovate, and secure their businesses through technology. With teams across the US and South Africa, our mission is to support the Dreams of the Doers while delivering exceptional IT services and client experiences.

We are looking for a highly organized, proactive, and detail-driven Account Executive Assistant to support our US Account Executive team. If you thrive in a fast-paced environment, excel at multitasking, and enjoy bringing structure and efficiency to teams this role is for you.

Role Overview

We are looking for a customer-focused, technically strong System Support Technician (Tier 2) to join our growing IT support team in Albuquerque.

This role is perfect for someone who enjoys solving problems, helping users, and growing into advanced technical work. You’ll handle frontline support, triage tickets, and also work on escalations, network/server issues, security alerts, and deployments. You’ll be a critical part of delivering an excellent end-user experience while working in a fast-paced, professional MSP-style environment.

What You’ll Do

Service Desk & Call Handling

• Handle inbound support calls with professionalism and excellent communication skills
• Gather accurate technical information and document issues clearly
• Create, update, and manage support tickets
• Triage, prioritize, and route issues appropriately
• Manage escalations and de-escalations with confidence
• Use tools like 8x8, Microsoft Teams, ConnectWise, and Kaseya VSA

Ticketing, Triage & Core Support

• Handle tickets related to Application installs & troubleshooting
• Windows OS issues
• User onboarding & offboarding
• VoIP / phone systems
• Microsoft Defender security alerts
• Network outages
• Basic hardware diagnostics

Advanced Tier 2 Support

• Act as escalation point for complex desktop, application, network, and server issues
• Troubleshoot: Windows Server, Network performance, Firewall issues, Security vulnerabilities, Phone system configuration
• Configure and troubleshoot routers, switches, and network devices

Deployments & Projects

• Deploy and configure new machines
• Manage project tickets for System implementations, Upgrades, Migrations
• Work with other teams to ensure successful delivery

Process, Quality & Teamwork

• Manage your ticket queue and daily workflow efficiently
• Maintain and improve internal documentation
• Share knowledge and improve processes
• Mentor Tier 1 technicians on escalated issues

What We’re Looking For

Required / Strongly Preferred

• 2–4 years IT support experience (Service Desk / MSP / Internal IT)
• Experience in Tier 2 or escalation support
• Strong knowledge of Windows desktop & server, Networking fundamentals, Hardware & software troubleshooting

Experience With

• ConnectWise, Kaseya VSA, Jira, ServiceNow or similar

Strong communication skills (especially phone-based support), Organized, calm under pressure, detail-oriented, Understanding of security best practices (Microsoft Defender, etc.)

Nice To Have

• Certifications: CompTIA Network+, Microsoft Azure Fundamentals (or similar)
• Network device configuration (routers, switches)
• Phone system configuration
• Firewall management

Why Join Netsurit?

You’ll Be Part Of a Team That

• Values quality, accountability, and customer experience
• Invests in your skills and career growth
• Gives you exposure to real infrastructure, security, and projects; Work with a global, high-performance team.
• Be part of a company focused on innovation, excellence, and employee growth.
• Enjoy a hybrid work environment with long-term stability and career development.
• Contribute to impactful work supporting our clients and the Dreams of the Doers.

Join Netsurit at the forefront of AI transformation where technology meets ambition. Help us design, implement, and scale intelligent solutions that empower our clients to automate processes, uncover insights, and accelerate growth. Leverage tools like Microsoft Copilot, Azure AI, and custom machine learning models to turn data into meaningful business outcomes. Be part of a team that’s shaping the future of AI-powered innovation.

Please share your experience and knowledge in AI as part of your application; we'd love to see how you can help us drive what’s next.