Level 2 Helpdesk - South Africa

• Possesses a range of skills knowledge and practices aimed at protecting an organizations digital assets networks and systems from unauthorized access data breaches and other cyber threats.
  
• Serve as the primary point of contact for escalated technical issues from Level 1 support teams.
  
• Diagnose and resolve complex technical issues related to networking systems applications and infrastructure.
  
• Implement and maintain advanced IT solutions tailored to meet the specific needs and requirements of our clients.
  
• Perform system upgrades migrations and deployments with minimal downtime and disruption to client operations.
  
• Conduct thorough root cause analysis to identify underlying issues and prevent recurrence of incidents.
  
• Assist in developing and maintaining comprehensive documentation including system configurations troubleshooting procedures and knowledge base articles.
  
• Collaborate closely with clients and internal teams to assess their IT requirements provide expert recommendations and ensure timely resolution of issues.
  
• Stay uptodate with emerging technologies industry trends and best practices to continually enhance the quality and effectiveness of our services
  
  

Requirements

• Minimum of 12 years of experience in a similar role preferably within a managed service provider (MSP) environment.
  
• Knowledge in troubleshooting and resolving complex issues across a variety of IT domains including networking systems administration virtualization and cloud technologies.
  
• Proficiency in deploying and managing enterprisegrade networking equipment servers and storage solutions.
  
• Strong working knowledge of Microsoft server and workstation operating systems registry settings DNS/DHCP TCP/IP networking and firewalls
  
• Handson experience with leading IT platforms and technologies such as Microsoft Windows Server Active Directory Citrix VMware HyperV Cisco and/or Juniper.
  
• Strong analytical skills and the ability to think critically and strategically to solve problems efficiently.
  
• Excellent communication skills with the ability to convey technical concepts clearly and effectively to both technical and nontechnical audiences.
  
• Proven track record of delivering exceptional customer service and building strong client relationships.
  
• Desire and ability to learn new technologies and the ability to multitask to deliver services using various technologies to multiple companies