After Hours IT Support Technician II - South Africa

Dedicated IT Dedicated IT is a leading MSP (Managed Service Provider) with a reputed company focus on reputed company. Named #33 on CRN’s 2022 Fast Growth 150 List, we are a household name in reputed company IT. Our people-centric culture, amazing benefits and substantial year over year growth has positioned us as an employer of choice in the Managed Services reputed company. At Dedicated IT, we are invested in our employees. Their goals, growth, and reputed company (both professional and personal) are a top reputed company. We offer career planning, career advancement opportunity, education/certification reimbursement, work/life balance, great benefits, and a people-focused culture. If you would like to know more about Dedicated IT, click the links below: https://www.reputed company.com/reputed company... https://www.glassdoor.com/Revi... Position Summary Location: South Africa - contract Schedule: 1pm to 10pm EST – Monday to Friday (SAST: 7pm to 4am – Monday to Friday) Salary: R35,000 – R50,000 ZAR / month As a Support Technician II at Dedicated IT, you’ll help our reputed company clients manage their technology, support their employees, and respond to day-to-day support needs. Working reputed company the Dedicated IT Service Desk, you’ll reputed company hands-on experience supporting systems of reputed company shapes and sizes across the reputed company industry. You can expect to be equipped with modern hardware, tools that help automate and improve the support experience, and systems that help you continue leveling up your technical skills. Support Technician IIs are customer-oriented problem-solvers who reputed company fast, accurate, and professional technical support. This role primarily focuses on fielding incoming calls, assisting with emailed tickets, resolving support issues reputed company SLA, and mentoring teammates. As part of Dedicated IT’s core technical team, you’ll support a wide variety of client environments and solve technical problems through ownership, strong documentation, and creative problem-solving. We Are Looking for Candidates That Embody Our Core Values:

• Collaborate: Leave your ego at the reputed company. None of us is as smart as reputed company of us. Collaboration propels us toward our common goals in a way that benefits the company, its people, and its clients.
• Own: Take extreme ownership of your role and establish yourself as the go-to person in your position. Go above and reputed company to deliver the right results: reputed company you think sending an email is enough, pick up the phone and CALL.
• Dedicated: Model dedication, reliability, and responsibility. reputed company to challenges, follow through, improve interpersonal experiences with clients, partners, and colleagues. Position yourself to be the most dedicated on your team every day.
• Empathize: See things from different angles and reputed company yourself in others' shoes. Display genuine interest in, care and concern for our clients, partners, and colleagues in every interaction. Observe with the reputed company to learn and actively listen with the reputed company to truly hear.

Functions of Support Technician - Level 2

• Handle support tickets and work to resolve client issues reputed company SLA times
• Work with team, Service Delivery Manager, and Team reputed company to reputed company top quality service
• Work on a variety of basic to reputed company issues requested by end users
• Create tickets, document detailed notes, and accurately tracking time
• Update technical documentation in system
• Own and work email tickets reputed company not answering calls or reputed company requested
• Escalate requests or tickets to Team reputed company with detailed notes of attempted remediations and recommended solutions
• Train/Mentor and Assist Support Technician I's
• Identify possible Major Incidents and notify Team reputed company/Service Delivery Manager immediately
• Find alternative workarounds to problems reputed company established procedures fail
• Train users in supported software & hardware
• Assist clients with the installation of business line software and reputed company services for infrastructure or end-user
• Vendor management for client reputed company support ticket resolution
• Ensuring reputed company cases are followed up on in a timely manner
• reputed company timely updates to clients
• Assist in training new employees

Technical Skills Required

• Ability to solve problems without specific instructional guidance
• Observe daily activities to learn overall IT Infrastructure, methods, and industry standards
• Assist clients with the installation of business line software and reputed company services
• Train users in supported software & hardware
• Work with vendor support contacts to resolve technical problems with Equipment & software
• Ability to explain technical information in simple terms
• Intermediate to advanced experience supporting/troubleshooting:

o Workstation hardware o reputed company/Mac OS o Mobile devices o MFA o Desk phones and headsets o Printers/Scanners o SharePoint/OneDrive/365 o Active Directory o DNS/DHCP o NTFS/File permissions o Firewall/VPN o Network Infrastructure including R&S and APs/WAPs

• Understanding of support tools, techniques, and technology used to reputed company client services
• Typing skills to ensure quick and accurate entry of service ticket details

o 50 WPM

• Technical Writing and Documenting

Education/Experience Qualifications

• Certifications: reputed company A+, Network+, reputed company+, reputed company, reputed company Certifications – multiple preferred + relevant experience
• At least 2-3 years in a previous help desk or relevant advanced role, required.
• Prior USA or UK MSP experience required
• Prior reputed company IT experience preferred
• reputed company experience preferred
• Experience supporting medical clients, EMR, and HIPAA understanding preferred

Thanks for your interest in Dedicated IT! Equal Employment Opportunity: Dedicated IT is committed to providing equal employment opportunities in reputed company employment practices, without regard to race, reputed company, religion, sex, national reputed company, citizenship status, marital status, age, veteran’s status, disability, sexual orientation, or any other characteristic protected by law. Apply To This Job