Level 1 Helpdesk Technician

Summary

Join ISTA Personnel Solutions South Africa, a global BPO company, as a Level 1 Helpdesk Technician! This remote role, supporting a USA-based IT consulting firm, requires providing remote technical support to clients via phone, chat, and email. You will troubleshoot technology issues, ensuring clear communication and timely resolutions. The position demands strong problem-solving skills, technical knowledge, and excellent communication. MSP experience is mandatory, along with specific internet and power backup requirements. This is a remote position for South African citizens only, working EST hours.

Requirements

• MSP (Managed Service Provider) working experience is required
• A+ or other relevant certification
• 2 years of IT or related experience
• Basic understanding of troubleshooting systems
• Ability to diagnose technical issues and provide efficient solutions
• A fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection is mandatory
• A reliable power backup solution is required to manage load shedding and power outages

Responsibilities

• Provide first-level support for service requests, ensuring timely and professional resolution of technology-related issues, including workstations, servers, printers, networks, and vendor-specific hardware and software
• Deliver remote IT support, including expertise in Windows servers, Active Directory, Office365, and 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

Preferred Qualifications

• 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