Level 1 Helpdesk Technician (Remote) - EST Working Hours

Position Overview

• Location Type: Remote
• Job Type: Not Specified
• Salary: Not Specified

ISTA Personnel Solutions South Africa, a global BPO company, is partnering with a USA-based I.T. Consulting Company that offers Managed IT Support Services. We are seeking a Level 1 Helpdesk Technician to provide remote support to clients via phone, chat, and email. The primary objective is to ensure clear communication with clients and assist them with their technical issues. MSP WORKING EXPERIENCE IS A MUST!

Requirements

• Experience: Minimum of 2 years of IT or related experience.
• Certification: A+ or other relevant certification.
• MSP Experience: Required - Must have experience working within a Managed Service Provider (MSP) environment.
• Technical Knowledge: Basic understanding of troubleshooting systems.
• Key Skills:
  • Ability to diagnose technical issues and provide efficient solutions.
  • 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.

Responsibilities

• Provide first-level support for service requests, ensuring timely and professional resolution of technology-related issues.
• Deliver remote IT support, including expertise in:
  • Windows servers
  • Active Directory
  • Office365
  • 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.

Working Hours & Requirements

• Working Hours: Monday - Friday, 9am to 6pm EST (15h00 to 24h00 South African time - subject to change depending on daylight savings).
• Internet: A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory.
• Power Backup: A reliable power backup solution is required to manage load shedding and power outages.
• Citizenship: This is a remote role for South African Citizens only.

Application Instructions

• Not specified in the original text. (Please consider your application within 14 working days of submitting it).