Tier 1 & Tier 2 Remote Helpdesk Engineers for USA MSP's - WFH

Introduction

SOUTH AFRICAN CITIZENS ONLY

Are you a NIGHT OWL who has EXPERIENCE working as a MSP Helpdesk Technician and want to WORK FROM HOME for a fantastic USA MSP?

RemoteDesk has over 10 years’ experience recruiting IT staff for Managed Service Provider's based in the USA.

Our clients are based in the USA, they concentrate on providing a premier MSP support with a focus on recommending the best strategy to suit businesses and budget. We are looking for Tier 1 and a Tier 2 Helpdesk Technicians who are able to work independently, solve technical problems, and investigate issues in a fast-paced environment

Working hours would be either; 3/5PM to 12AM/2AM.

Language Requirement:

Due to the nature of this role, which involves providing IT technical support to our American clients via telephone and email, English as a first language is an inherent requirement. Candidates must have exceptional verbal and written English communication skills, including clear pronunciation and the ability to be easily understood by an international audience. This ensures effective support and a seamless client experience.

Good Internet Connection (Minimum 100MB) & Good Spec Computer with at least 2/3 Monitors and a quite space to work within your home. 

Ideally you will have some form of Electricity Backup however for the right candidates the RemoteDesk will assist in acquiring a backup power source e.g. Generator, Battery Powered backup etc.

Ideal candidates will be available within 14 to 30 days.

Duties & Responsibilities

ESSENTIAL JOB FUNCTIONS:

The roles are to provide superb customer service while helping resolve Tier 1 or Tier1 & Tier 2 technical issues in real-time or as close to real-time as possible. Technicians will install, modify, and make minor and major repairs to computer hardware and software systems.

Remote Helpdesk Technicians will build and open support tickets after collecting, analyzing, and comprehending information about a user’s technical issue. Technicians will initiate troubleshooting steps to resolve the user’s technical issue and/or direct users to the appropriate internal resource. In addition to answering live technical support calls, You will be expected to create new tickets and promptly respond to user requests submitted via email, text, or directly within the ticketing system To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Tier1

  • Provide responsive and professional technical support to end users 
  • Troubleshoot and manage devices, networks, and cloud-based systems 
  • Collaborate with team members to maintain a secure and eƯicient IT environment
  • Create and maintain accurate documentation as needed for various systems, procedures, and technical support processes 
  • Utilize modern tools such as Microsoft 365, Azure/Entra ID, Autotask, IT Glue, 
  • RingCentral, Aruba/HPE Instant On, Ubiquiti, and Meraki infrastructure 
Tier 2:
  • Troubleshoots computer equipment and analyzes user requests or requirements to understand and fix major and minor computer issues.
  • Loads software packages such as operating systems, Microsoft 365, SentinelOne, or remote monitoring programs onto computers as specified by user standards and requirements.
  • Maintains all documentation by updating relevant changes, documenting all new implementations or processes, and creating walkthroughs to aid other team members.
  • Enters commands and observes system functions to verify correct system operation.
  • Responds to user inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
  • Instructs users in the use of equipment, software, and applications.
  • Recommends or performs minor remedial actions to correct problems.
  • Coordinates activities with the Customer Service Department, the Technical Service Department, and Management.
  • Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.
  • Replaces defective or inadequate software packages.
  • Escalates high-level issues to the appropriate department or resource.
  • Answer all phone calls in real-time and responds to emails from users requesting technical assistance.

This is not an exhaustive list of all duties, responsibilities, or qualifications associated with this position. Incumbents may perform other duties as assigned.

ADDITIONAL DUTIES & RESPONSIBILITIES

  • Techs/Dispatch Engineers are expected to maintain an average of seven billable hours per day and close 7-10 support tickets per day.
  • Entering time accurately into the timekeeping system in real-time • Participation in company/client projects, meetings, and objectives.

Desired Experience & Qualification

Tier 1:

Strong technical aptitude and problem-solving skills

Proven ability to manage multiple tasks simultaneously in fast-paced environments

Strong time-management and organizational skills

Ability to work effectively with diverse personality types and business settings A positive attitude, collaborative spirit, and commitment to being a team player

Tier 2:

Certifications (Preferred); Azure Administrator / Architect, Cisco CCNA/CCNP, Fortinet NSE, CompTIA Security+, VMware VCP

Networking Tools: HP/Aruba, Cisco/Meraki (Datto optional)

Firewall Platforms: Meraki, Fortinet, Cisco

Cloud Platforms: Advanced Azure & Entra ID

Directory Services: Active Directory, Group Policy

Microsoft Stack: MS365 Advanced, Intune (Intermediate to Advanced)

Virtualization: Hyper-V, VMWare, Docker

OS Experience: Windows, Linux, (Mac optional)

PSA Tools: Autotask

Security & Compliance: Vonahi, RapidFire Tools, Datto RMM

TIER 1 - 2+ YEARS EXPERIENCE & TIER 2 -  4 + YEARS EXPERIENCE WORKING ON A MSP HELPDESK PROVIDING REMOTE SUPPORT TO MULTIPLE CLIENTS

Demonstrated Competencies:

  • Critical Thinking – Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; understands workflows and procedures.
  • Job Knowledge – Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
  • Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; Contributes to building a positive team spirit; puts success of team above own interests; Able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed.
  • Quality – Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
Required Skills and Qualifications:
  • Grade 12/Matric certificate or equivalent is required
  • T1 2+ years of IT support experience/T2 3+ years of IT support experience
  • Experience working in the professional services industry
  • Knowledge in Windows Server and Active Directory
  • Proficient in MS Office
  • Proficient in a ticketing system
  • Tech savvy • High attention to detail
  • Ability to work independently and pivot between task types frequently
  • Experience providing support and resolving technical issues remotely and over the phone
  • Able to think logically and analytically in a problem-solving environment
  • Self-motivated and with a strong sense of accountability
  • Excellent verbal and written English communication skills

Preferred Qualifications

  • Related IT certifications or education is preferred • Previous experience working in a HelpDesk for a Managed IT Services Provider
  • Certifications (Preferred); Azure Administrator / Architect, Cisco CCNA/CCNP, Fortinet NSE, CompTIA Security+, VMware VCP
  • Experience and proficiency with Autotask, IT Glue, and RingCentral
  • Experience supporting and troubleshooting Mac and Apple Products
  • Experience with various VOIP platforms

Package & Remuneration

R27,000 to R45,000 dependant on the role and your experience.

Interested?

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