Level 1/2 Tech Support
Full time US (EST) working hours - 3pm-11pm/4pm-12am SAST
Remote (within South Africa)
Our client in the US is seeking a Level 1/2 IT Support Technician to serve as the first point of contact for IT support requests. The role focuses on resolving common technical issues, accurately documenting work, and delivering fast, friendly, and professional support while escalating more complex issues when required.
Key Responsibilities
Resolve basic IT issues such as password resets, connectivity, printing, and software installation
Log and document all actions taken within support tickets
Escalate unresolved or complex issues according to SOPs
Adhere to data security and internal policies
Provide a professional and customer-focused support experience
KPIs
Initial ticket response within SLA (e.g. 15 minutes)
75% first-contact resolution rate
100% ticket documentation compliance
25% ticket escalation rate
Client satisfaction score of 4.5/5
