Help Desk Tech Support Lead

EMAPPLY is currently recruiting for a Help Desk Tech Support Lead to join a dynamic and growing team. As the Help Desk Tech Support Lead, you will be responsible for providing technical support and guidance to clients, managing help desk tickets, and troubleshooting hardware and software issues. This is a great opportunity to be the start of a dynamic team and contribute to the overall success of the company.

Role: Help Desk Tech Support Lead

Hours: Monday to Friday, 2am – 10am SAST

Location: Remote

Salary: Competitive salary based on experience between R18,000 – R24,000 per month

Responsibilities

• Provide technical support and troubleshooting assistance to clients and team members
• Manage help desk tickets and ensure timely resolutions
• Identify and escalate complex issues to higher-level support when needed
• Assist in the installation and maintenance of hardware and software
• Create and maintain documentation for troubleshooting processes and procedures
• Coordinate with team members to address recurring issues and implement solutions
• Stay up-to-date with the latest technology trends and advancements in tech support
• Train team members on new systems and technologies
• Collaborate with IT department and vendors to resolve technical issues
• Manage hardware and software inventory
• Monitor and report on help desk performance metrics
• Provide exceptional customer service and maintain a positive and professional attitude

Requirements

• Previous experience in a help desk or technical support role
• Experience with RMM tools
• Proven customer service skills with the ability to explain technical issues to non-technical users
• Proven experience leading a team or supervising others
• Strong knowledge of hardware, software, and network troubleshooting
• Excellent problem-solving and analytical skills
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Strong communication and interpersonal skills
• Experience with ticketing systems and remote support tools
• Ability to work independently and in a team environment
• ITIL certification is a plus
• Familiarity with Microsoft Windows, Mac OS, and Linux operating systems
• Knowledge of Active Directory and network protocols
• IT Support Lvl 1& 2 experience. Lv3 preferred.
• M365 tenancy/ online administration knowledge
• Microsoft server on premises products a bonus.
• Able to speak and write clearly and fluently
• Strong understanding of web hosting and technology preferred (eg DNS records, WordPress for example)
• QNAP and Sinology Experience a bonus
• Programming experience preferred

Benefits

• Training & Development
• End to End experience and exposure
• Direct access to director level management
• Work From Home
• High industry exposure