Level 1 Helpdesk Technician - EST Working Hours

ISTA Personnel SolutionsSouth Africa - we are a global BPO (Business Process Outsourcing) company, partnering with a USA-based I.T. Consulting Company offering Managed IT Support Services to clients.

We are seeking a qualified Level 1 Helpdesk Technician to join their growing team. This role involves providing remote support to clients over the phone, in chat, and via email. The primary objective is to ensure clear communication with clients and assist them with their technical issues. The ideal candidate must possess strong problem-solving skills, technical knowledge, and excellent communication skills.

*** MSP WORKING EXPERIENCE IS A MUST! ***

PLEASE NOTE:

• Working Hours:This role requires you to work EST hours Mon - Fri from 9am to 6pm EST (15h00 to 24h00 South African time - subject to change dependant on daylight savings)
• Internet Requirements: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory. Applicants without a fixed fibre line cannot be considered.
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages. Applicants without a power backup cannot be considered.
• Work Environment:This is a remote role for South African Citizens only.

Responsibilities:

• Provide first-level support for service requests, ensuring timely and professional resolution of technology-related issues, including workstations, servers, printers, networks, and vendor-specific hardware and software.
• Deliver remote IT support, including expertise in Windows servers, Active Directory, Office365, and DNS.
• Offer basic network support, addressing WAN and LAN connectivity, routers, firewalls, and security concerns.
• Implement and support basic remote access solutions such as VPN and Terminal Services.
• Monitor the remote monitoring and management system for alerts and notifications, promptly responding through service tickets.
• Maintain and update system documentation using ConnectWise.
• Communicate professionally with customers, providing exceptional service and support.

Requirements

• MSP (Managed Service Provider) working experience is required
• A+ or other relevant certification
• 2 years of IT or related experience
• Basic understanding of troubleshooting systems.
• Ability to diagnose technical issues and provide efficient solutions.

Other skills:

• Recognize when it's appropriate to escalate support tickets.
• Self-motivated with a sense of urgency to meet service commitments.
• Quick learning ability for new software and troubleshooting tools.
• Strong problem-solving skills and a proactive attitude.
• Strong interpersonal skills, including effective communication, active listening, and a customer-centric approach.
• Excellent multitasking skills and adaptability to rapidly changing environments.

If you are not contacted within 14 working days, please consider your application unsuccessful.