IT Helpdesk Remote Technician L2/L3

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Job Title: IT Helpdesk Remote Technician L2/L3

About the Company:

Our client is a US managed service provider (MSP): an outsourced IT department for

businesses. It has employed technicians in South Africa since 2018 and currently has a

team of seven there, all hired directly.

The team works with a premium tool stack, including Microsoft cloud PCs and AI tooling

used by its higher-end clients. Technicians who join usually find it a big step up from the

tools they have used before.

Job Description:

You will provide level 2 and level 3 remote support to the client's US customers, by phone,

video call and ticket. This role works at MSP pace: faster and higher pressure than an

internal IT job, with many clients and environments to support.

You will work as part of a close, helpful team. The core week is 40 hours, but when an

emergency comes up you take ownership and see it through, even if that means staying a

little later

Responsibilities of the role:

• Resolve escalated L2/L3 support tickets for multiple client businesses, from diagnosis

to fix.

• Take inbound support calls and join video meetings with end users, representing the

company professionally.

• Troubleshoot Microsoft 365, cloud PC, endpoint, network and user-account issues

across varied client environments.

• Log, update and close tickets accurately in ConnectWise, following the team's

documented processes.

• Own problems through to resolution, including staying on during an urgent outage

when needed

• Collaborate with teammates on Microsoft Teams and share knowledge so the team

solves issues faster.

Required Experience and Qualifications:

• Proven experience in L2/L3 help desk or IT support; this is not an entry-level or

graduate role.

• Fluent, clear spoken and written English, with a calm, professional phone manner for

US clients.

• A stable work history, with no pattern of short stints (for example, several jobs lasting

around six months).

• Willingness to work 8:00 AM – 5:00 PM US Eastern on an ongoing basis.

• Based in South Africa with a reliable home setup (see Home office setup).
• A quick, capable learner who can pick up new tools and processes during a 90-day

training period.

Preferred Skills:

• Ability to work in a fast-paced environment.

• Previous experience at a managed service provider (MSP).

• Hands-on experience with ConnectWise (full training is provided otherwise).

• Exposure to Microsoft cloud PCs (Windows 365), Microsoft 365 administration or AI

tools in a support setting.

• Experience with VoIP softphones such as 3CX.

Personality:

• Strong work ethic and genuine ownership of issues until they are fixed..

• Consistent and reliable: shows up every day and is visibly available to the team.

• Takes direction well from a manager and works collaboratively, not competitively.

• Energised by learning new technology and excited to work with a modern tool stack.

Software & Tools:

• Training will be provided on all necessary tools.

Schedule:

Monday, Tuesday, Wednesday, Thursday, Friday

08:00 AM - 05:00 PM ET

40 hours per week

No weekends

Salary and Benefits:

• Payment in USD or Local Currency according to candidate's preference.

• Full-time remote opportunity.