Technical Support - Level 2

Talent Shore; Wes-Kaap; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A leading IT support company in South Africa seeks an individual for remote IT VoIP and broadband support. The role demands excellent organizational, customer service, and technical skills to troubleshoot and resolve client issues efficiently. Responsibilities include hardware/software setup, responding to help desk tickets, and supporting end users. Ideal candidates are self-starters with experience in customer service and a solid understanding of technology. This position offers the opportunity to work in a collaborative team environment.

Qualifications

• Technically capable self-starter.
• Previous experience in customer service.
• Ability to troubleshoot IT issues effectively.

Responsibilities

• Provide IT VoIP and broadband support.
• Install and configure hardware and software.
• Respond to help desk tickets in a timely manner.
• Assist in AV setups for meetings.
• Set up new workstations for users.

Skills

Customer service mentality

Strong organizational and time management skills

Excellent verbal and written communication skills

Strong interpersonal skills

Solid understanding of computers, networks and software

Experience using MS Office applications: Word, Excel, Outlook

Reliable

High attention to detail

Ability and willingness to work in a high-pressure environment

Ability and willingness to learn new technology

Tools

Windows

Mac OS

Active Directory

ConnectWise

3CX

Job description

Reports To Service Desk Manager FLSA Status Non-exempt

Job Overview

Provide IT VoIP and Broadband support for clients remotely. Find fixes, workarounds and final solutions by troubleshooting issues while providing exemplary customer service. Must be technically capable and a self-starter with strong organizational and customer service skills.

Customer Service Skills

• Customer service mentality
• Strong organizational and time management skills
• Excellent verbal and written communication skills
• Strong interpersonal skills
• Reliable
• Solid understanding of computers, networks and software
• Experience using MS Office applications: Word, Excel, Outlook
• High attention to detail
• Previous experience with ConnectWise or other ticketing system
• Ability and willingness to work overtime when needed
• Ability and willingness to work in a high‑pressure environment
• Ability and willingness to work in a collaborative team environment
• Ability and willingness to quickly learn new technology and software

Responsibilities and Duties

• Install and configure hardware and software
• Respond to tickets in accordance with SLA guidelines
• Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
• Respond in a timely manner to requests and issues
• Provide remote support to end users
• Assist in AV setups as needed for meetings
• Assist new hire training for basic IT needs
• Set up new workstations for users (deploying equipment, checking over account setups)
• Heavy use of Windows and Mac OS devices
• Ability to work in Active Directory
• Test new technology
• Create documentation for staff for training purposes
• Resolve Tier 1 support tickets
• Understand VoIP platforms ideally 3CX
• Troubleshoot broadband connectivity issue
• Understanding of Network infrastructure