Job Description

Job description:
Position: Tier 22.5 IT Support Specialist
Job Type: Full-Time
Hours: 9:00 AM 5:00 PM EST (3:00 PM 11:00 PM South Africa time), MondayFriday
Location: 100% Remote
Note: The position is full-time/permanent but you would be signed as a contractor. You would be invoicing your full gross salary every month and handle your own income tax. Please do not apply if this does not work for you.
About the Role
We are seeking a skilled Tier 2 IT Support Specialist to provide remote technical support to our clients. This role is ideal for someone who has strong troubleshooting experience, excellent communication skills, and thrives in a remote support environment.
Key Responsibilities

• Provide remote IT support via phone, email, and ticketing system
• Troubleshoot and resolve hardware, software, and network issues
• Assist with onboarding and offboarding of users
• Install, configure, and update applications
• Escalate complex issues to higher-tier support when required
• Document solutions and maintain the knowledge base
• Coordinate warranty or vendor hardware repairs
• Engage and manage 3rd-party vendor support as needed

Required Skills & Qualifications

• 2+ years of experience in IT support
• Proficiency with Windows, macOS, Office 365, ticketing systems, and remote access tools
• Solid networking knowledge (DNS, DHCP, VPN, Firewalls)
• Experience with Active Directory and Azure AD
• Strong troubleshooting skills, especially with Office 365 backend, Azure, and Entra ID
• Excellent written and spoken English

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, Microsoft, ITIL (not required but an advantage)
• Experience with MSP tools (ConnectWise Automate/Manage, ScreenConnect, Nerdio, Datto, Autotask, NinjaOne, etc.)
• Knowledge of cybersecurity best practices

Tools & Systems Youll Use

• Ticketing: ConnectWise
• RMM: ConnectWise Automate
• Collaboration: Teams, Slack
• Other tools: HuDu, Cove, Nerdio, Barracuda ATP, SentinelOne, ScreenConnect

Skills Required