Level 2 I.T. Technician

Summary

Join ISTA Personnel Solutions South Africa, a global BPO company, as a Level 2 I.T. Technician! This remote role, open to South African citizens only, requires working EST hours (9 am to 6 pm). You'll handle escalated support from Level 1 technicians, providing IT support for Microsoft applications and operating systems, networking, and remote access solutions. A fixed fibre line with 25 Mbps speed and a reliable power backup are mandatory. This position demands at least 2 years of MSP experience and 3 years' experience with Active Directory, DNS, Office365, and RMM/PSA tools.

Requirements

• Have a minimum of 2 years in a MSP (Managed Service Provider) working environment
• Have a minimum of 3 years’ experience working with Active Directory, DNS and Office365
• Have a minimum of 3 years’ experience working with RMM and PSA tools
• Have a fixed fibre line with a minimum speed of 25 Mbps (upload & download) and the ability to support a wired Ethernet connection
• Have a reliable power backup solution

Responsibilities

• Handle escalated support from Level 1 technicians in a professional and timely manner relating to all technology
• Provide IT Support relating to technical issues involving Microsoft’s core business applications and operating systems, including: Windows server operating systems and roles, Microsoft 365’s full suite, networking systems
• Provide basic technical support at the network level: WAN and LAN connectivity, routers, firewalls and security
• Provide basic remote access solution implementation and support: VPN and Terminal Services
• Maintain and review system documentation in ConnectWise (ticketing system)
• Monitor performance and ensure system availability and reliability
• Communicate with end users as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages

Preferred Qualifications

• Have a BA/BS, preferably in computer science or related field
• Have A+, MCSE, or other relevant certification
• Have an advanced understanding of operating systems, business applications, printing systems, network systems, network design, server hardware
• Have the ability to work as a team member and communicate effectively
• Be self-motivated with a sense of urgency to meet service commitments
• Have strong problem-solving skills and a proactive attitude
• Have strong interpersonal skills, active listening, and a customer-centric approach
• Have excellent multitasking skills and adaptability to rapidly changing environments