Position Summary

Location: South Africa - long-term contract
Schedules available: Monday to Friday: 1pm to 10pm Eastern and Sunday to Wednesday: 6pm to 5am Eastern
Salary: R40,000 – R55,000 / month

As a Support Technician II at Dedicated IT, you’ll be at the heart of helping businesses in the healthcare industry manage their technology, support their teams, and respond to day-to-day needs. Working in our Service Desk, you’ll gain hands-on experience with a wide variety of systems, learning to manage technology at all scales. Equipped with modern tools and cutting-edge hardware common to the Enterprise clientele we partner with, you’ll have what you need to deliver an exceptional support experience while continually developing your technical skills.

Our Support Technician IIs are customer-focused problem-solvers who provide fast, effective technical support. You’ll be the first line of defense, fielding incoming calls, tackling e-mailed tickets, and offering mentorship to your teammates. As the frontline of Dedicated IT, you’ll help a diverse range of clients with creative solutions to technical challenges—making a real impact in their daily operations.

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.

Key Responsibilities for Support Technician - Level 2

• Resolve client issues through support tickets, meeting SLA requirements.
• Collaborate with clients, Service Delivery Manager, and Team Lead to ensure exceptional service.
• Tackle a range of issues, from basic to complex, as requested by end users.
• Document detailed notes, track time accurately, and update technical documentation.
• Manage email tickets and escalate to Escalation Engineer when needed, providing thorough notes and recommendations.
• Mentor teammates and train users on supported software and hardware.
• Quickly identify and communicate potential major incidents to the Team Lead.
• Troubleshoot and create workarounds when standard procedures don’t apply.
• Assist with software installations and vendor management for client support.
• Maintain timely case follow-up and keep clients updated.
• Collaborate on client projects with the fCIO and POD Teammates 

Technical Requirements:

• Desktop Support: Provide comprehensive support for workstation hardware, software (Windows/Mac OS), and mobile devices, ensuring seamless day-to-day operations for end users.
• O365 Administration & Troubleshooting: Manage and troubleshoot Office 365 services, including SharePoint, OneDrive, and other collaboration tools, to enhance team productivity.
• Support Ticket Management: Resolve and document support tickets efficiently using ConnectWise, handling support requests via calls, chat, and email with a customer-centric approach.
• Network & Connectivity: Perform basic troubleshooting for network issues (DNS, DHCP, VPN) and assist with firewall configurations to ensure secure and reliable connectivity.
• Windows & Virtual Server Support: Support Windows environments and virtual servers, managing tasks such as file permissions, Active Directory administration, and more.
• EMR/EHR Vendor Coordination: Serve as a liaison for EMR/EHR support through vendor management, ensuring quick and effective issue resolution for critical healthcare applications.
• End-User Training & Mentorship: Provide training and mentorship to end users, guiding them through common IT tasks and promoting best practices to enhance their tech confidence and productivity.
• Team Collaboration & Mentorship: Collaborate with team members and offer mentorship to junior technicians, sharing knowledge and promoting a culture of continuous learning and growth.
• Executive Support & Professional Demeanor: Deliver top-notch, responsive support to executive and senior leadership with a poised, professional demeanor, ensuring their tech needs are handled promptly and efficiently. 

Education & Experience Qualifications

• Minimum Education: High School Diploma or GED required.
• Certifications: CompTIA A+, Network+, Security+, Cisco, and Microsoft certifications preferred; relevant experience may be considered in lieu of specific certifications.
• Experience: 2-3 years in a helpdesk or similar advanced technical role, required. Prior experience in a Managed Service Provider (MSP), required.
• Healthcare IT Experience: Previous experience in Healthcare IT is preferred, with familiarity in supporting medical clients, EMR systems, and HIPAA compliance.
• Technical Proficiency: Experience with ConnectWise preferred; familiarity with troubleshooting medical software and equipment is a plus.