Support Desk Level 2 Technician (Remote)

Company Overview:
Join our dynamic team at BoomTech, where we prioritize exceptional customer service and collaborative problem-solving. We are seeking a skilled Support Desk Level 2 Technician to resolve user computing issues and occasionally handle tickets escalated from more junior team members, ensuring our users receive timely and effective assistance.

Position Overview:
As a Level 2 Technician, you will report to our Service Manager and play an important role in addressing technical issues that go beyond standard help desk requests. While your primary focus will be Level 2 support tasks, you will also assist with escalated tickets from junior staff when needed. Your strong technical skills, problem-solving mindset, and customer service focus will be essential in maintaining high user uptime and satisfaction. If you enjoy working in a fast-paced environment and collaborating with a supportive team, we want to hear from you!

Key Responsibilities:

• Resolve user computing issues within the Level 2 scope, including occasional escalated tickets from junior staff.
• Perform remote monitoring, maintenance, and troubleshooting.
• Deliver exceptional customer service to enhance our organization's reputation.
• Collaborate with team members and vendors to provide effective support services.
• Document and troubleshoot user issues within established SLAs.
• Use remote monitoring and management (RMM) and professional services automation (PSA) tools.
• Prioritize tasks, assign ticket severity, and work closely with staff and vendors.
• Build and maintain positive relationships with users and vendors.
• Assist with preparing service and monitoring reports for management.

Qualifications:

• 4+ years of service desk or IT support experience, with some exposure to more complex issue resolution.
• Relevant certifications such as MCP, Azure, or equivalent are preferred.
• Solid knowledge of supported software and technologies, including network basics and security best practices.
• Strong interpersonal and communication skills.
• Passionate about teamwork, learning, and problem-solving.
• Organized, detail-oriented, and articulate.
• Experience with Dell, Lenovo, M365, VoIP, AutoTask (PSA), Datto RMM, Intune, Microsoft Windows 10 and 11, SonicWALL, and Server 2016 and newer.
• Familiarity with scripting or automation tools is a plus.

Position Entails:

• Troubleshooting user problems via phone, onsite, and remote technologies.
• Maintaining accurate documentation of activities in a ticketing system.
• Supporting user networks, equipment, software, and services.
• Reviewing remote monitoring reports to identify and address issues.
• Adapting to changing requirements and environments.

The Ideal Candidate:

• Professional, articulate, and an effective communicator.
• Technically competent with strong troubleshooting abilities.
• A collaborative team player who builds positive relationships.

Benefits:

• Paid vacation, holidays, personal and sick time, and training reimbursement.
• Competitive compensation package, including salary and bonuses.

If you meet the qualifications and are interested in this position, we invite you to apply. We look forward to connecting with you for a brief phone screening. Thank you for considering a career with BoomTech!

Job Type: Full-time

Education:

• Certificate (Required)

Experience:

• IT support tech: 4 yrs+

Work Location: Remote

Job Type: Full-time

Pay: R32 000,00 - R37 000,00 per month

Education:

• Certificate (Required)

Experience:

• Level 2: 4 years (Required)

Work Location: Remote