User IT Support Specialist - L2 - 12 Month Contract - Remote

Supportwave; South Africa; Remote; ZAR 320,000 - 440,000; Full time

Job summary

Supportwave is seeking a customer-focused User IT Support Specialist – L2 to deliver reliable remote technical support. You will troubleshoot Windows and macOS issues, manage tickets with ConnectWise Manage, and resolve end-user problems using NinjaRMM and ScreenConnect.

The role emphasizes high customer satisfaction, meeting billable hour targets and CSAT goals, and providing professional onboarding and offboarding experiences as needed.

Qualifications

• L2 helpdesk or technical support experience.
• Strong knowledge of Windows and macOS environments.
• Excellent communication and prioritization skills.

Responsibilities

• Provide remote technical support to end users.
• Troubleshoot Windows and macOS issues and resolve end-user problems.
• Manage tickets using ConnectWise Manage and coordinate with users while maintaining high customer satisfaction.

Skills

Windows

macOS

Communication

Prioritization

CSAT goals

Tools

ConnectWise Manage

NinjaRMM

ScreenConnect

Job description

We are seeking a customer-focused User IT Support Specialist – L2 to deliver reliable technical support remotely. You will troubleshoot Windows and macOS issues, manage tickets in ConnectWise Manage, and resolve end-user problems using NinjaRMM and ScreenConnect while maintaining high customer satisfaction.

Requirements

• L2 helpdesk or technical support experience
• Strong knowledge of Windows and macOS environments
• Proficiency with ConnectWise Manage, NinjaRMM, and ScreenConnect
• Excellent communication and prioritization skills
• Ability to meet billable hour targets and CSAT goals

Preferred

• Relevant IT certifications
• User onboarding and offboarding experience

This role is with a leading IT support business trusted by organizations worldwide for efficient and secure solutions.