Operations
Fully Remote
Full Time
Talent Pool
Description
We’re looking for a dependable and technically skilled IT Support Specialist (Level 1 & 2) to provide frontline and second-level technical support across hardware, software, and network environments. In this role, you’ll be responsible for resolving day-to-day IT issues, troubleshooting escalated tickets, and ensuring employees have the tools and support they need to work effectively.
This role is ideal for someone who enjoys problem-solving, working directly with users, and collaborating with cross-functional IT teams in a fast-paced environment.
This role is ideal for someone who enjoys problem-solving, working directly with users, and collaborating with cross-functional IT teams in a fast-paced environment.
Job responsibilities
- Provide Level 1 or Level 2 technical support for hardware, software, and network-related issues.
- Troubleshoot and resolve escalated tickets from Level 1 support within defined SLAs.
- Assist with the setup, configuration, maintenance, and troubleshooting of desktops, laptops, mobile devices, and peripheral equipment.
- Manage and support user accounts, permissions, and access across Active Directory, Microsoft 365, and other enterprise systems.
- Perform diagnostics and root cause analysis to identify, resolve, and prevent recurring technical issues.
- Document solutions, procedures, and best practices, contributing to the IT knowledge base.
- Collaborate with internal IT teams and external vendors to resolve complex technical incidents.
- Ensure compliance with company IT policies, security standards, and procedures.
- Participate in IT projects, including system upgrades, rollouts, and technology deployments.
- Provide clear, professional communication and support to technical and non-technical users alike.
- Troubleshoot and resolve escalated tickets from Level 1 support within defined SLAs.
- Assist with the setup, configuration, maintenance, and troubleshooting of desktops, laptops, mobile devices, and peripheral equipment.
- Manage and support user accounts, permissions, and access across Active Directory, Microsoft 365, and other enterprise systems.
- Perform diagnostics and root cause analysis to identify, resolve, and prevent recurring technical issues.
- Document solutions, procedures, and best practices, contributing to the IT knowledge base.
- Collaborate with internal IT teams and external vendors to resolve complex technical incidents.
- Ensure compliance with company IT policies, security standards, and procedures.
- Participate in IT projects, including system upgrades, rollouts, and technology deployments.
- Provide clear, professional communication and support to technical and non-technical users alike.
Requirements
- Strong working knowledge of Windows operating systems, Microsoft 365, and common enterprise applications.
- Solid understanding of networking fundamentals, including TCP/IP, DNS, and DHCP.
- Hands-on experience with IT ticketing systems such as ServiceNow, Zendesk, Jira, or similar platforms.
- Excellent written and verbal communication skills with the ability to explain technical concepts clearly to non-technical users.
- Strong organizational and time-management skills with the ability to prioritize and multitask effectively.
- Proven problem-solving abilities with a customer-focused mindset.
- Ability to work independently as well as collaboratively within a team environment.
- Solid understanding of networking fundamentals, including TCP/IP, DNS, and DHCP.
- Hands-on experience with IT ticketing systems such as ServiceNow, Zendesk, Jira, or similar platforms.
- Excellent written and verbal communication skills with the ability to explain technical concepts clearly to non-technical users.
- Strong organizational and time-management skills with the ability to prioritize and multitask effectively.
- Proven problem-solving abilities with a customer-focused mindset.
- Ability to work independently as well as collaboratively within a team environment.
Additional notes
Preferred Qualifications
- Relevant IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator.
- Prior experience in a Level 1 or Level 2 IT support or similar technical support role.
- Experience supporting remote or hybrid work environments.
Why You’ll Love This Role
- Work hands-on with a variety of technologies and systems
- Support users across different teams and environments
- Be part of impactful IT projects and technology rollouts
- Opportunity to grow technical skills and advance within IT support or infrastructure roles
- Relevant IT certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator.
- Prior experience in a Level 1 or Level 2 IT support or similar technical support role.
- Experience supporting remote or hybrid work environments.
Why You’ll Love This Role
- Work hands-on with a variety of technologies and systems
- Support users across different teams and environments
- Be part of impactful IT projects and technology rollouts
- Opportunity to grow technical skills and advance within IT support or infrastructure roles
Work hours
- 8am to 5pm - South Africa Time
- 8am to 5pm UK Time
- 8am to 5pm US East Coast Time
- 8am to 5pm US Pacific Time