After Hours IT Support Technician II - South Africa

Dedicated IT Dedicated IT is a leading MSP (Managed Service Provider) with a niche focus on healthcare. Named #33 on CRN’s 2022 Fast Growth 150 List, we are a household name in Healthcare IT. Our people-centric culture, amazing benefits and substantial year over year growth has positioned us as an employer of choice in the Managed Services space. At Dedicated IT, we are invested in our employees. Their goals, growth, and success (both professional and personal) are a top priority. We offer career planning, career advancement opportunity, education/certification reimbursement, work/life balance, great benefits, and a people-focused culture. If you would like to know more about Dedicated IT, click the links below: https://www.linkedin.com/compa... https://www.glassdoor.com/Revi... Position Summary Location: South Africa - contract Schedule: 1pm to 10pm EST – Monday to Friday (SAST: 7pm to 4am – Monday to Friday) Salary: R35,000 – R50,000 ZAR / month As a Support Technician II at Dedicated IT, you’ll help our healthcare clients manage their technology, support their employees, and respond to day-to-day support needs. Working within the Dedicated IT Service Desk, you’ll gain hands-on experience supporting systems of all shapes and sizes across the healthcare industry. You can expect to be equipped with modern hardware, tools that help automate and improve the support experience, and systems that help you continue leveling up your technical skills. Support Technician IIs are customer-oriented problem-solvers who provide fast, accurate, and professional technical support. This role primarily focuses on fielding incoming calls, assisting with emailed tickets, resolving support issues within SLA, and mentoring teammates. As part of Dedicated IT’s core technical team, you’ll support a wide variety of client environments and solve technical problems through ownership, strong documentation, and creative problem-solving. We Are Looking for Candidates That Embody Our Core Values:

• Collaborate: Leave your ego at the door. None of us is as smart as all of us. Collaboration propels us toward our common goals in a way that benefits the company, its people, and its clients.
• Own: Take extreme ownership of your role and establish yourself as the go-to person in your position. Go above and beyond to deliver the right results: when you think sending an email is enough, pick up the phone and CALL.
• Dedicated: Model dedication, reliability, and responsibility. Rise to challenges, follow through, improve interpersonal experiences with clients, partners, and colleagues. Position yourself to be the most dedicated on your team every day.
• Empathize: See things from different angles and place yourself in others' shoes. Display genuine interest in, care and concern for our clients, partners, and colleagues in every interaction. Observe with the intent to learn and actively listen with the intent to truly hear.

Functions of Support Technician - Level 2

• Handle support tickets and work to resolve client issues within SLA times
• Work with team, Service Delivery Manager, and Team Lead to provide top quality service
• Work on a variety of basic to complex issues requested by end users
• Create tickets, document detailed notes, and accurately tracking time
• Update technical documentation in system
• Own and work email tickets when not answering calls or when requested
• Escalate requests or tickets to Team Lead with detailed notes of attempted remediations and recommended solutions
• Train/Mentor and Assist Support Technician I's
• Identify possible Major Incidents and notify Team Lead/Service Delivery Manager immediately
• Find alternative workarounds to problems when established procedures fail
• Train users in supported software & hardware
• Assist clients with the installation of business line software and related services for infrastructure or end-user
• Vendor management for client related support ticket resolution
• Ensuring all cases are followed up on in a timely manner
• Provide timely updates to clients
• Assist in training new employees

Technical Skills Required

• Ability to solve problems without specific instructional guidance
• Observe daily activities to learn overall IT Infrastructure, methods, and industry standards
• Assist clients with the installation of business line software and related services
• Train users in supported software & hardware
• Work with vendor support contacts to resolve technical problems with Equipment & software
• Ability to explain technical information in simple terms
• Intermediate to advanced experience supporting/troubleshooting:

o Workstation hardware o Windows/Mac OS o Mobile devices o MFA o Desk phones and headsets o Printers/Scanners o SharePoint/OneDrive/365 o Active Directory o DNS/DHCP o NTFS/File permissions o Firewall/VPN o Network Infrastructure including R&S and APs/WAPs

• Understanding of support tools, techniques, and technology used to provide client services
• Typing skills to ensure quick and accurate entry of service ticket details

o 50 WPM

• Technical Writing and Documenting

Education/Experience Qualifications

• Certifications: CompTIA A+, Network+, Security+, Cisco, Microsoft Certifications – multiple preferred + relevant experience
• At least 2-3 years in a previous help desk or relevant advanced role, required.
• Prior USA or UK MSP experience required
• Prior Healthcare IT experience preferred
• ConnectWise experience preferred
• Experience supporting medical clients, EMR, and HIPAA understanding preferred

Thanks for your interest in Dedicated IT! Equal Employment Opportunity: Dedicated IT is committed to providing equal employment opportunities in all employment practices, without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, veteran’s status, disability, sexual orientation, or any other characteristic protected by law. Apply To This Job