Level 2.5 Helpdesk Analyst
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Job Location:
Johannesburg - South Africa
Monthly Salary:
Not Disclosed
Experience Required:
4-5years
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
This is a remote position.
SUMMARY
Were seeking a dependable tech-savvy Helpdesk Analyst to join our support this role youll serve as a key point of contact for our clients handling more advanced issues along with basic troubleshooting. Youll work alongside a collaborative team escalating only the most complex problems while owning the rest from start to finish.
This role is ideal for a proactive IT professional with strong troubleshooting abilities who can communicate complex technical issues in simple terms. If you enjoy variety in your work interacting with clients and working in a variety of systems wed love to hear from you!
JOB RESPONSIBILITIES
- Provide support for end users via phone email and remote tools
- Troubleshoot and resolve issues related to Windows operating systems Microsoft 365 apps printers and common business software
- Support basic networking issues such as connectivity VPN and DNS problems
- Handle user onboarding/offboarding including email setup permissions and workstation configuration
- Collaborate with other team members to ensure quick resolution and knowledge sharing
- Troubleshoot firewalls switches and other networking equipment.
- Follow and implement security best practices across client environments.
- Communicate effectively with clients ensuring technical solutions are explained in clear non-technical terms.
- Maintain detailed documentation of work performed in ticketing and documentation systems.
QUALIFICATIONS
- Minimum of 3 years of experience working as a Helpdesk Analyst. MSP experience is preferred.
- Strong expertise in Windows desktop operating systems 10/11.
- Deep experience working with Microsoft 365 Azure AD Intune and related cloud services.
- Solid understanding of firewalls (Meraki SonicWall etc.) switches and networking fundamentals. The ability to troubleshoot networking issues.
- Experience with RMM tools PSA systems and IT automation.
- Ability to communicate complex IT concepts in laymans terms.
Bonus Qualifications (Preferred but Not Required):
- Industry certifications (Microsoft Cisco CompTIA or similar).
- Knowledge of scripting (PowerShell Python etc.).
JOB REQUIREMENTS
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.
Key Skills
- Computer Hardware
- Mac Os
- Active Directory
- VMware
- ConnectWise
- HP Service Manager
- Microsoft Windows Server
- Mobile Devices
- Windows
- Help Desk
- Operating Systems
- Remedy
