Offer summary

Qualifications:

Minimum of 2 years in a Managed Service Provider (MSP) environment is required., At least 3 years of experience with Active Directory, DNS, and Office 365., Experience with RMM and PSA tools is essential., A BA/BS in computer science or a related field is preferred, along with relevant certifications like A+ or MCSE..

Key responsabilities:

Handle escalated support from Level 1 technicians in a timely manner.

Provide IT support for Microsoft applications and operating systems, including Windows server and Microsoft 365.

Implement and support basic remote access solutions like VPN and Terminal Services.

Maintain system documentation and monitor performance to ensure system reliability.

Job description

ISTA Personnel Solutions South 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 2 I.T. Technician to join their growing team.

*** 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:

Responsible for handling escalated support from Level 1 technicians in a professional and timely manner relating to all technology.
IT Support relating to technical issues involving Microsoft’s core business applications and operating systems, including: Windows server operating systems and roles, Microsoft 365’s full suite, networking systems.
Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls and security.
Basic remote access solution implementation and support: VPN and Terminal Services.
System documentation maintenance and review in ConnectWise (ticketing system).
Monitor performance and ensure system availability and reliability.
Communication with end users as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Requirements

Minimum of 2 years in a MSP (Managed Service Provider) working environment is required
Minimum 3 years’ experience working with Active Directory, DNS and Office365.
Minimum 3 years’ experience working with RMM and PSA tools.
BA/BS, preferably in computer science or related field, is a plus.
A+, MCSE, or other relevant certification is a plus.
Advanced understanding of operating systems, business applications, printing systems, network systems, network design, server hardware.

Other skills:

Ability to work as a team member and communicate effectively.
Self-motivated with a sense of urgency to meet service commitments.
Strong problem-solving skills and a proactive attitude.
Strong interpersonal skills, 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.

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