Position Summary

Location: South Africa - contract 
Schedule: 1pm to 10pm EST – Monday to Friday (SAST: 7pm to 4am – Monday to Friday)
Salary: R35,000 – R50,000 ZAR / month

As a Support Technician II at Dedicated IT, you’ll help our healthcare clients manage their technology, support their employees, and respond to day-to-day support needs. Working within the Dedicated IT Service Desk, you’ll gain hands-on experience supporting systems of all shapes and sizes across the healthcare industry.

You can expect to be equipped with modern hardware, tools that help automate and improve the support experience, and systems that help you continue leveling up your technical skills.

Support Technician IIs are customer-oriented problem-solvers who provide fast, accurate, and professional technical support. This role primarily focuses on fielding incoming calls, assisting with emailed tickets, resolving support issues within SLA, and mentoring teammates. As part of Dedicated IT’s core technical team, you’ll support a wide variety of client environments and solve technical problems through ownership, strong documentation, and creative problem-solving.

We Are Looking for Candidates That Embody Our Core Values:

• Collaborate: Leave your ego at the door. None of us is as smart as all of us. Collaboration propels us toward our common goals in a way that benefits the company, its people, and its clients.
• Own: Take extreme ownership of your role and establish yourself as the go-to person in your position. Go above and beyond to deliver the right results: when you think sending an email is enough, pick up the phone and CALL.
• Dedicated: Model dedication, reliability, and responsibility. Rise to challenges, follow through, improve interpersonal experiences with clients, partners, and colleagues. Position yourself to be the most dedicated on your team every day.
• Empathize: See things from different angles and place yourself in others' shoes. Display genuine interest in, care and concern for our clients, partners, and colleagues in every interaction. Observe with the intent to learn and actively listen with the intent to truly hear.

Functions of Support Technician - Level 2
• Handle support tickets and work to resolve client issues within SLA times
• Work with team, Service Delivery Manager, and Team Lead to provide top quality service
• Work on a variety of basic to complex issues requested by end users 
• Create tickets, document detailed notes, and accurately tracking time 
• Update technical documentation in system
• Own and work email tickets when not answering calls or when requested 
• Escalate requests or tickets to Team Lead with detailed notes of attempted remediations and recommended solutions 
• Train/Mentor and Assist Support Technician I's
• Identify possible Major Incidents and notify Team Lead/Service Delivery Manager immediately  
• Find alternative workarounds to problems when established procedures fail 
• Train users in supported software & hardware 
• Assist clients with the installation of business line software and related services for infrastructure or end-user
• Vendor management for client related support ticket resolution 
• Ensuring all cases are followed up on in a timely manner
• Provide timely updates to clients
• Assist in training new employees 

Technical Skills Required 
• Ability to solve problems without specific instructional guidance 
• Observe daily activities to learn overall IT Infrastructure, methods, and industry standards 
• Assist clients with the installation of business line software and related services 
• Train users in supported software & hardware  
• Work with vendor support contacts to resolve technical problems with Equipment & software 
• Ability to explain technical information in simple terms 
• Intermediate to advanced experience supporting/troubleshooting:
o Workstation hardware 
o Windows/Mac OS 
o Mobile devices 
o MFA 
o Desk phones and headsets 
o Printers/Scanners 
o SharePoint/OneDrive/365 
o Active Directory 
o DNS/DHCP 
o NTFS/File permissions 
o Firewall/VPN
o Network Infrastructure including R&S and APs/WAPs
• Understanding of support tools, techniques, and technology used to provide client services
• Typing skills to ensure quick and accurate entry of service ticket details
o 50 WPM
• Technical Writing and Documenting 


Education/Experience Qualifications 
• Certifications: CompTIA A+, Network+, Security+, Cisco, Microsoft Certifications – multiple preferred + relevant experience
• At least 2-3 years in a previous help desk or relevant advanced role, required.  
• Prior USA or UK MSP experience required
• Prior Healthcare IT experience preferred
• ConnectWise experience preferred
• Experience supporting medical clients, EMR, and HIPAA understanding preferred

After-Hours Service Manager

Location:                       Palm Beach Gardens, FL

Schedule:                      Monday through Friday 1 PM to 10 PM

Salary:                           $75,000 - $105,000 annually                                                                                          

Travel:                           Up to 10% - May travel to client sites (need-based – Multi-day travel may be needed)

Promotion Path:           Service Delivery Manager, Account Manager

Mission of the Role

The After-Hours Service Manager is responsible for transforming the after-hours support function into a highly trusted, process-driven, and operationally aligned extension of the daytime service organization.

This leader will elevate technical execution, accountability, collaboration, and service quality across nights and weekends while building strong cross-functional trust with daytime service teams. Success in this role is measured by improved operational efficiency, increased technician performance, stronger process adherence, reduced service friction between shifts, and the establishment of after-hours as a proactive force multiplier for the organization.

Job Scorecard

Accountability #1:

Build a High-Performance After-Hours Team

Outcomes / KPIs

• Increase A-player density on the after-hours team by 30%+ within 12 months through coaching, accountability, hiring, and performance management
• Conduct bi-weekly 1:1s with 100% of direct reports
• Maintain documented development plans for all technicians
• Reduce repeat technician performance issues through structured coaching and clear accountability
• Improve technician QA audit scores to established departmental benchmarks
• Maintain full staffing readiness and scheduling coverage for nights/weekends

Deliverables

• Performance management framework
• Technician scorecards and coaching plans
• Structured onboarding/training roadmap
• Succession and staffing recommendations

Accountability #2:

Establish Operational Trust Between After-Hours and Daytime Teams

Outcomes / KPIs

• Achieve measurable improvement in daytime team satisfaction and confidence in after-hours support
• Reduce avoidable ticket reopen rates and after-hours remediation failures
• Establish standardized cross-shift communication and escalation procedures
• Improve first-pass resolution quality for after-hours handled incidents
• Eliminate undocumented or improperly transitioned escalations

Deliverables

• Standardized overnight/daytime handoff process
• Cross-functional operational alignment meetings
• Shared escalation and communication standards
• Trust-building collaboration initiatives between shifts

Accountability #3:

Drive Service Quality, Process Adherence & Technical Execution

Outcomes / KPIs

• Increase after-hours billable utilization by 30–50%
• Improve SLA compliance and ticket progression consistency
• Increase documentation accuracy and SOP adherence across the team
• Reduce incidents caused by improper troubleshooting or process deviation
• Improve board hygiene, ticket categorization accuracy, and time entry compliance

Deliverables

• Weekly QA and operational review cadence
• Ticket quality audit reporting
• SOP reinforcement and process training initiatives
• Operational performance dashboards and trend reporting

Accountability #4:

Optimize Overnight & Weekend Operational Effectiveness

Outcomes / KPIs

• Increase proactive overnight/weekend maintenance completion rates
• Expand after-hours ownership of operational work that reduces daytime team workload
• Improve efficiency of overnight project execution and maintenance activities
• Reduce backlog carryover from after-hours into daytime operations
• Ensure consistent coverage readiness during critical support windows

Deliverables

• Overnight operational execution plans
• Weekend maintenance coordination framework
• Resource and coverage planning recommendations
• Capacity utilization reporting and optimization initiatives

Accountability #5:

Lead Continuous Improvement & Cross-Functional Collaboration

Outcomes / KPIs

• Identify and implement operational improvements that reduce friction between teams
• Create measurable gains in service efficiency and workflow consistency
• Partner effectively with Service Delivery Managers and leadership on organizational initiatives
• Develop scalable operational processes supporting company growth
• Improve communication transparency across service operations

Deliverables

• Process improvement initiatives
• Cross-department collaboration plans
• Operational health reporting
• Recommendations for tooling, workflow, and service optimization

Critical Competencies

Leadership & Accountability

• Holds teams to high standards while maintaining strong morale and trust
• Comfortable addressing underperformance directly and professionally
• Creates clear expectations and accountability structures

Cross-Functional Influence

• Builds credibility and trust with technical and operational stakeholders
• Navigates conflict constructively
• Drives alignment across multiple teams and shifts

Operational Discipline

• Strong understanding of SLA management, queue management, escalation flow, and MSP service operations
• Process-oriented with strong attention to detail and consistency

Coaching & Team Development

• Develops technicians through structured feedback and mentorship
• Identifies skill gaps and creates actionable improvement plans

Continuous Improvement Mindset

• Identifies inefficiencies proactively
• Creates scalable operational solutions rather than temporary fixes

Education & Experience

Required

• High School Diploma / GED
• 5+ Years of MSP experience
• 3+ years in leadership or supervisory role within the MSP industry
• Experience with SalesForce, ConnectWise, NinjaOne, ITGlue, or similar PSA/RMM/KB Tools

Preferred

• Prior accountability for client satisfaction, SLA performance, or team metrics
• Experience supporting healthcare or compliance-driven clients
• Previous exposure to client-facing service meetings or reporting
• ITIL familiarity or service management framework exposure
• Experience managing international or remote teams