Technical Support - Level 2
RemoteSouth Africa
Job Summary
Install and configure hardware and software, and provide remote support to end users while troubleshooting VoIP and broadband connectivity issues. Respond to tickets in accordance with SLA guidelines, resolving Tier 1 support requests and documenting the problem-solving process from initial contact to final resolution. Assist with AV setups for meetings, set up new workstations by deploying equipment and verifying account configurations, and create training documentation for staff. Test new technology and support new hire onboarding for basic IT needs. Requires experience with ConnectWise or similar ticketing systems, Active Directory, and 3CX platforms, with the ability to work overtime in a high-pressure, collaborative environment.
Required Qualifications
- Must be technically capable
- Must be a self-starter
- Must have strong organizational skills
- Must have strong customer service skills
- Must have a customer service mentality
- Must have strong organizational and time management skills
- Must have excellent verbal and written communication skills
- Must have strong interpersonal skills
- Must be reliable
- Must have a solid understanding of computers, networks and software
- Must have experience using MS Office applications: Word, Excel, Outlook
- Must have high attention to detail
- Must have previous experience with ConnectWise or other ticketing system
- Must be able to work overtime when needed
- Must be able to work in a high-pressure environment
- Must be able to work in a collaborative team environment
- Must be able to quickly learn new technology and software
- Must be able to work in Active Directory
- Must understand VoIP platforms ideally 3CX
- Must be able to troubleshoot broadband connectivity issue
- Must understand Network infrastructure
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