Level 2 Help Desk
Level 2 Help Desk
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3years
60000 - 80000
1 Vacancy
Job Description
Job Summary:
We are seeking a skilled Level 2 Help Desk Specialist to resolve escalated technical issues troubleshoot complex system errors and deliver advanced IT support to ensure seamless operations. The role involves managing user accounts maintaining system documentation and collaborating with crossfunctional teams to implement technical solutions. This position is critical for minimizing downtime enhancing user productivity and maintaining robust IT infrastructure performance.
- Investigate and resolve escalated technical issues related to hardware software and network systems
- Configure and troubleshoot user accounts permissions and access controls in Active Directory
- Perform root cause analysis for recurring system errors and implement permanent resolutions
- Install configure and update enterprise software applications and operating systems
- Monitor system performance metrics and proactively address potential stability risks
- Maintain detailed documentation of technical procedures resolutions and system configurations
- Collaborate with Level 3 support and infrastructure teams to resolve complex technical challenges
- Provide guidance to Level 1 support staff through knowledgesharing and incident escalation protocols
- Conduct periodic system audits to ensure compliance with security policies and best practices
Requirements
Job Requirements:
- Investigate and resolve escalated technical issues related to hardware software and network systems
- Configure and troubleshoot user accounts permissions and access controls in Active Directory
- Perform root cause analysis for recurring system errors and implement permanent resolutions
- Install configure and update enterprise software applications and operating systems
- Monitor system performance metrics and proactively address potential stability risks
- Maintain detailed documentation of technical procedures resolutions and system configurations
- Collaborate with Level 3 support and infrastructure teams to resolve complex technical challenges
- Provide guidance to Level 1 support staff through knowledgesharing and incident escalation protocols
- Conduct periodic system audits to ensure compliance with security policies and best practices
Additional Information:
Working Hours : 3:00 PM 12:00 AM SAST
Working Days : Monday Friday
Working Location : Fully Remote Role
Benefits
Provident Fund
Associate degree or diploma in Information Technology, Computer Science, Facilities Management, or related field. 1-2 years of experience in a technical support role, facilities assistant position, or relevant internship experience. Basic understanding of IT infrastructure components such as networks, servers, and workstations. Familiarity with software installation, troubleshooting, and updates. Ability to assist with hardware procurement, deployment, and maintenance tasks. Basic knowledge of security protocols and data backup procedures. Experience assisting with facilities maintenance tasks, including office space organization and equipment upkeep. Awareness of health and safety regulations in the workplace. Ability to support coordination of repairs, maintenance, and emergency response activities Good communication skills, both verbal and written, with the ability to interact effectively with team members and end-users. Willingness to learn and assist with providing training and support to staff members on IT systems and procedures Basic problem-solving skills, with the ability to diagnose and escalate technical issues as needed Ability to follow established procedures and guidelines to make informed decisions under supervision Developing organizational skills, with the ability to manage tasks and prioritize workload effectively Willingness to learn and assist with maintaining accurate records, generating reports, and tracking documentation Nice to Haves Datto RMM Fortinet Aruba Unifi ZKTeco Synolog
Employment Type
Full Time
