After Hours IT Support Technician II - South Africa

As a Support Technician II at Dedicated IT, you’ll be at the heart of helping businesses in the healthcare industry manage their technology, support their teams, and respond to day-to-day needs. Working in our Service Desk, you’ll gain hands-on experience with a wide variety of systems, learning to manage technology at all scales. Equipped with modern tools and cutting-edge hardware common to the Enterprise clientele we partner with, you’ll have what you need to deliver an exceptional support experience while continually developing your technical skills. Our Support Technician IIs are customer-focused problem-solvers who provide fast, effective technical support. You’ll be the first line of defense, fielding incoming calls, tackling e-mailed tickets, and offering mentorship to your teammates. As the frontline of Dedicated IT, you’ll help a diverse range of clients with creative solutions to technical challenges—making a real impact in their daily operations.

Responsibilities

Resolve client issues through support tickets, meeting SLA requirements; Collaborate with clients, Service Delivery Manager, and Team Lead to ensure exceptional service; Tackle a range of issues, from basic to complex, as requested by end users; Document detailed notes, track time accurately, and update technical documentation; Manage email tickets and escalate to Escalation Engineer when needed, providing thorough notes and recommendations; Mentor teammates and train users on supported software and hardware; Quickly identify and communicate potential major incidents to the Team Lead; Troubleshoot and create workarounds when standard procedures don't apply; Assist with software installations and vendor management for client support; Maintain timely case follow-up and keep clients updated; Collaborate on client projects with the fCIO and POD Teammates

Requirements

High School Diploma or GED; 2-3 years in a helpdesk or similar advanced technical role; prior experience in a Managed Service Provider (MSP); desktop support for workstation hardware, software (Windows/Mac OS), and mobile devices; O365 administration and troubleshooting including SharePoint, OneDrive, and other collaboration tools; support ticket management using ConnectWise; basic network troubleshooting for DNS, DHCP, VPN and firewall configurations; Windows and virtual server support including file permissions and Active Directory administration; EMR/EHR vendor coordination; end-user training and mentorship; team collaboration and mentorship; executive support with professional demeanor; embody core values: Collaborate, Own, Dedicated, Empathize

Nice to have

CompTIA A+, Network+, Security+, Cisco, and Microsoft certifications preferred; relevant experience considered in lieu of specific certifications; previous experience in Healthcare IT with familiarity in supporting medical clients, EMR systems, and HIPAA compliance; experience with ConnectWise preferred; familiarity with troubleshooting medical software and equipment a plus

Benefits

career planning; career advancement opportunity; education/certification reimbursement; work/life balance; great benefits; people-focused culture