IT Helpdesk Remote Technician L2/L3

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Job Title: IT Helpdesk Remote Technician L2/L3
About The Company
Our client is a US managed service provider (MSP): an outsourced IT department for
businesses. It has employed technicians in South Africa since 2018 and currently has a
team of seven there, all hired directly.
The team works with a premium tool stack, including Microsoft cloud PCs and AI tooling
used by its higher-end clients. Technicians who join usually find it a big step up from the
tools they have used before.
Job Description
You will provide level 2 and level 3 remote support to the client's US customers, by phone,
video call and ticket. This role works at MSP pace: faster and higher pressure than an
internal IT job, with many clients and environments to support.
You will work as part of a close, helpful team. The core week is 40 hours, but when an
emergency comes up you take ownership and see it through, even if that means staying a
little later
Responsibilities Of The Role
Resolve escalated L2/L3 support tickets for multiple client businesses, from diagnosis
to fix.
Take inbound support calls and join video meetings with end users, representing the
company professionally.
Troubleshoot Microsoft 365, cloud PC, endpoint, network and user-account issues
across varied client environments.
Log, update and close tickets accurately in ConnectWise, following the team's
documented processes.
Own problems through to resolution, including staying on during an urgent outage
when needed
Collaborate with teammates on Microsoft Teams and share knowledge so the team
solves issues faster.
Required Experience And Qualifications
Proven experience in L2/L3 help desk or IT support; this is not an entry-level or
graduate role.
Fluent, clear spoken and written English, with a calm, professional phone manner for
US clients.
A stable work history, with no pattern of short stints (for example, several jobs lasting
around six months).
Willingness to work 8:00 AM – 5:00 PM US Eastern on an ongoing basis.
Based in South Africa with a reliable home setup (see Home office setup).
A quick, capable learner who can pick up new tools and processes during a 90-day
training period.
Preferred Skills
Ability to work in a fast-paced environment.
Previous experience at a managed service provider (MSP).
Hands-on experience with ConnectWise (full training is provided otherwise).
Exposure to Microsoft cloud PCs (Windows 365), Microsoft 365 administration or AI
tools in a support setting.
Experience with VoIP softphones such as 3CX.
Personality
Strong work ethic and genuine ownership of issues until they are fixed..
Consistent and reliable: shows up every day and is visibly available to the team.
Takes direction well from a manager and works collaboratively, not competitively.
Energised by learning new technology and excited to work with a modern tool stack.
Software & Tools
Training will be provided on all necessary tools.
Schedule
Monday, Tuesday, Wednesday, Thursday, Friday
08:00 AM - 05:00 PM ET
40 hours per week
No weekends
Salary And Benefits
Payment in USD or Local Currency according to candidate's preference.
Full-time remote opportunity.

Work arrangement
Yes