Job Description

Role: Tier 2-2.5 IT Support Specialist for a Canadian company (Fully Remote)
Remote (South Africa hours: 4PM - 12AM)
Full-Time | No shifts | No overtime
Permanent role (3 month probation)
About the Role
Our client is looking for a skilled Tier 2-2.5 IT Support Specialist to join their growing team. This is a remote position where you'll provide technical support to end-users across hardware, software, networking, and cloud environments. You'll work on complex issues, support user onboarding, and engage directly with vendors and 3rd-party providers when needed.
This is a Bring Your Own Desk setup - you'll need your own PC and home office environment.
What You'll Do
Deliver remote IT support via phone, email, and ticketing system.
Troubleshoot and resolve hardware, software, and networking issues.
Support user onboarding and offboarding.
Install, configure, and update applications.
Escalate complex cases to senior engineers when necessary.
Document solutions and update the knowledge base.
Manage vendor repairs and coordinate with 3rd-party support teams.
Requirements
? 2+ years' experience in IT Support (Tier 2 level or higher).
? Strong knowledge of Windows, macOS, Office 365, Active Directory / Azure AD.
? Networking knowledge: DNS, DHCP, VPNs, Firewalls.
? Hands-on experience troubleshooting Office 365 backend, Azure, Entra ID.
? Excellent English communication skills (written & verbal).
Nice to Have
Certifications (CompTIA A+, Network+, Microsoft, ITIL, etc.).
Experience with MSP tools like ConnectWise Automate, CW Manage, CW ScreenConnect, Nerdio, Datto, Autotask, NinjaOne.
Knowledge of cybersecurity best practices.
Tools You'll Work With
Ticketing: ConnectWise
RMM: CW Automate
Collaboration: Teams & Slack
Other tools: HuDu, Cove, Nerdio, Barracuda ATP, Sentinel One, Screenconnect
What We Offer
100% remote role
South African time zones (4PM-12AM SA)
15 days paid vacation + 5 sick days annually (plus Canadian public holidays) - please note that SA Public Holidays are not observed.
Training provided
No shifts, no standby, no overtime

Skills Required