IT Helpdesk Technician

Affinity International

Johannesburg, Gauteng

Salary not listedFull-time · Posted Yesterday

Customer service roles in retail, banking and BPO reward strong communicators and are a common entry point for matriculants.

This listing does not state a salary. As a guide, customer service roles in South Africa typically pay R7 000 to R17 000 a month (indicative).

Job description

OVERVIEW

We are recruiting on behalf of our client for an IT Helpdesk Technician (Level 2+).Our client is a US-based organization seeking a dependable and technically skilled helpdesk professional to provide second-level IT support to their team. This is a fully remote role, supporting end users during US Eastern Standard Time business hours (8:00 AM – 5:00 PM EST). This role

places a strong emphasis on customer service and customer success — you will be expected to deliver an exceptional support experience that builds trust, satisfaction, and long-term confidence in IT services.

KEY RESPONSIBILITIES

Serve as the primary escalation point for Level 1 helpdesk tickets, diagnosing and resolving intermediate to complex technical issues

Provide remote desktop support across hardware, software, and network-related problems

Install, configure, and maintain operating systems, applications, and peripherals

Manage user accounts, permissions, and access controls through Active Directory or similar platforms

Document support tickets, troubleshooting steps, and resolutions accurately in the helpdesk system

Communicate clearly and professionally with end users throughout the support process, ensuring a positive and customer-first experience

Champion customer success by proactively following up on resolved issues and ensuring end users feel supported and valued

Escalate unresolved issues to Level 3 support or relevant teams with thorough documentation

REQUIREMENTS

Matric (Grade 12) as a minimum; a National Diploma or relevant NQF Level 6 qualification in IT, Computer Science, or a related field is advantageous

CompTIA A+, CompTIA Network+, or Microsoft certifications (e.g. MS-900, AZ-900) are preferred

2–4 years of experience in an IT helpdesk or technical support role, with demonstrated Level 2+ exposure

Solid understanding of Windows operating systems, Microsoft 365, and remote support tools

Strong verbal and written communication skills in English

A genuine passion for customer service and delivering a high-quality support experience

Reliable home office setup with stable internet connectivity suitable for remote work

PREFERRED EXPERIENCE

Experience supporting users in a US or international business environment

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Good to know

What does this customer service job pay?

This listing does not state a salary. As a guide, customer service roles in South Africa typically pay R7 000 to R17 000 a month (indicative).

Do I need experience for customer service jobs in Johannesburg?

Many customer service roles in Johannesburg are open to candidates with little or no experience. Read the listing for its exact requirements.

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Found on Indeed · Posted Yesterday