Level 2 Help Desk - Managed Service Technician

Level 2 Help Desk - Managed Service Technician

Independent Contractor

Full time US (Pacific) working hours: 4-6pm - 1-3am SAST)

Responsibilities

• Deliver service and support to end users through remote sessions, phone calls, and tickets
• Respond to customer inquiries, concerns, and requests about products and services
• Follow the standard processes and procedures covered in training
• Identify and escalate priority issues according to customer requirements
• Route issues to the appropriate resource when needed
• Document IT issues and their resolution steps clearly
• Create and maintain guides specific to each customer's infrastructure
• Stay current with system information, changes, and updates

Requirements

• Excellent written and spoken English
• Ability to handle 20-30 tickets per shift, ranging from quick password resets to remote sessions and complex troubleshooting
• Advanced working knowledge of: Microsoft Office (Word, Excel, Outlook, etc.) and Adobe PDF
• Microsoft 365 administration and Google Workspace
• Windows Server, including domain controllers and Active Directory
• Solid working knowledge of printers and scanners
• Understanding of IT system fundamentals and system management tasks
• Basic knowledge of networking principles and operating systems
• Basic understanding of macOS
• Ability to clearly document and explain technical issues in English
• Reliable, self-motivated, and willing to learn
• Ability to work closely with peers and other teams

Ideal Candidate

Strong organizational and interpersonal skills

Proactive, flexible, and service-oriented

Creative problem solver who learns independently

Performs well under pressure and works well in a team

Previous experience in a 24/7 Network Operations Center (NOC), help desk, or call center

Working in Pacific Time zone