SUMMARY:
Remote Desktop Support

POSITION INFO:

Remote Desktop Support

Location

Natal, Pinetown, Hillcrest

Job Type

Permanent, Full-Time

Primary Industry

Information Technology and Internet

Job Duties

• Provide remote technical support to end users, diagnosing and resolving hardware, software, and network issues efficiently and effectively.
• Utilise remote access tools to troubleshoot and resolve user problems related to operating systems, applications, and connectivity.
• Manage and support Microsoft 365 environments, including email, collaboration tools, and user account administration.
• Support Voice over Internet Protocol (VOIP) systems, including configuration, troubleshooting, and maintenance of telephony hardware and software.
• Document incidents and resolutions accurately within the ticketing system, ensuring timely updates and communication with users.
• Escalate complex technical issues to the appropriate teams or vendors when necessary, following established protocols.
• Maintain knowledge of current IT trends and best practises to provide informed support and recommend improvements.
• Assist with user onboarding and offboarding processes, including setup and removal of user accounts and devices.
• Ensure compliance with organisational IT security policies and procedures at all times.

Required Qualifications

• Microsoft MC900 certification or equivalent demonstrating proficiency in Microsoft technologies and support methodologies.

Education

• Relevant qualification in Information Technology, Computing, or a related field is preferred.
• Equivalent practical experience will also be considered.

Experience

• Proven experience providing remote desktop support in a professional IT environment.
• Experience working with Microsoft 365 platforms and VOIP technologies.
• Familiarity with troubleshooting hardware, software, and network issues remotely.

Knowledge and Skills

• Strong understanding of Windows operating systems and common business applications.
• Proficiency in remote support tools and techniques.
• Good knowledge of VOIP systems and related hardware/software.
• Excellent problem-solving skills and the ability to communicate technical information clearly to non-technical users.
• Ability to prioritise tasks effectively in a fast-paced environment.
• Attention to detail and commitment to delivering high-quality support services.

Preferred Qualifications

• Additional certifications in IT support, networking, or cloud services.
• Experience with IT service management frameworks and ticketing systems.
• Knowledge of cybersecurity principles and best practises.

Working Conditions

• This role is primarily office based in the Natal, Pinetown, or Hillcrest areas but may require occasional travel between locations.
• Standard full-time working hours apply, with flexibility required to respond to urgent support requests as necessary.
• Work is predominantly computer-based and requires extended periods of screen time.
• Remote work may be supported in line with organisational policies.