IT Support (Level 2 with MSP Exp)

About the position

One of our US based clients in IT Services and IT Consulting are looking for a knowledgeable, positive, self-motivated, and energetic Tier 2 & 3 IT support technician to work with them.

(Core hours are 3pm-11pm/4pm-12am SAST : Mo-Fri & standby, after hours when required)

You will work with the team of IT support technicians and become part of a diverse company and culture that you can be a part of.

The IT Support Technician is the primary customer facing contact. This customer-focused position works to fully resolve issues efficiently while ensuring the great customer experience. This dedicated individual possesses the ability to maintain well-balanced order in a highly demanding and time-critical environment. Level 2 capability is demonstrated by easily accomplishing complex and diverse tasks for their MSP clients.

Duties And Responsibilities:

The IT Support Technician will interface with management and client users.

Specific responsibilities for this position include, but are not limited to:

• Handle customer support calls and emails with a positive attitude
• Manage call load to ensure we are exceeding customer expectations and escalate issues as appropriate
• Provide a great customer experience and improve client relationship with the customer
• Take ownership of every issue to ensure it is completely resolved
• Comprehensive notes and documentation for every engagement
• Customer communication that ensures a high level of satisfaction and appropriate expectations
• Meet and exceed appropriate productivity levels relative to tasked assignments
• Focus on continuous improvement and enhancements to their capabilities
• Flexibility and willingness to solve all IT needs as requested
• Strong generalized IT skillset: Including Desktop OS, Server OS, and network and Cloud architecture

Knowledge, Skills and Abilities Required: (5+ years exp)

• Outstanding customer service skills
• Strong verbal communication and listening skills
• Working knowledge of IT hardware- desktop, laptops, servers, switches, etc.
• Experience with desktop operating systems including Microsoft and Mac OS
• Server OS experience including AD, DNS, DHCP
• Microsoft 365 Platform / Azure knowledge
• Knowl-edge of network theory and architecture
• Ability to explain technical concepts, terminologies and provide instruction in layman's terms to individuals or groups
• Strong documentation skills emphasizing attention to detail
• Proven analytical and problem-solving abilities
• Steadfast ability to work independently, yet able to work effectively as part of a team
• Confident with working under limited time constraints and pressure situations

Experience

• Required Prior MSP technical role (3+ years)
• Experience with ConnectWise Manage / Automate
• Demonstrated success in Information Technology
• Preferred A+/ Net+/ and Security+ Certifications
• Preferred IT Generalized Certification: ex. MCSA
• Preferred Specialized Certification: ex. CCNA

Please note this job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job.
Duties, responsibilities, and activities may change at any time, with or without notice.

*Background checks to be done.

Apply here or forward your updated CV to [Email Address Removed]

Desired Skills:

• Required Prior MSP technical role (3+ years)
• Experience with ConnectWise Manage / Automate
• Demonstrated success in Information Technology
• Preferred A+/ Net+/ and Security+ Certifications
• Preferred IT Generalized Certification: ex. MCSA
• Preferred Specialized Certification: ex. CCNA
• MS365
• Servers
• AD
• DNS
• DHCP
• Micorsoft/OS operating systems
• IT hardware/laptops/servers/switches etc
• Team Player
• Managed Services

Desired Work Experience:

• 5 to 10 years Systems / Network Administration

Desired Qualification Level:

• Certificate

About The Employer:

- Clients is a Managed Service Provider
- Freelancer/Consultant (Long-term contract)
- US hours (up to 6 hours difference)
- Flexibility to work form home

Employer & Job Benefits:

• Work from home