Movement Strategy is hiring an IT Support Technician II - South Africa

Movement Strategy is seeking an IT Support Technician II to join our team in South Africa. In this role, you will be a core member of our technical team, providing efficient and accurate support to a diverse client base. You will solve technical problems creatively while focusing on exceptional customer service and mentoring junior team members.

What You'll Do

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

What We're Looking For

• A High School Diploma or GED is required.
• At least 2-3 years in a previous help desk or relevant advanced role is required.
• Prior MSP (Managed Service Provider) experience is required.

Nice to Have

• Certifications: CompTIA A+, Network+, Security+, Cisco, Microsoft Certifications – multiple preferred alongside relevant experience.
• Prior Healthcare IT experience.
• ConnectWise experience.
• Experience supporting medical clients, with understanding of EMR and HIPAA.

Technical Stack

• Workstation hardware, Windows/Mac OS, Mobile devices
• MFA, Desk phones and headsets, Printers/Scanners
• SharePoint/OneDrive/365, Active Directory
• DNS/DHCP, NTFS/File permissions
• Firewall/VPN, Network Infrastructure including R&S and APs/WAPs
• ConnectWise

Team & Environment

You will work closely with the team, Service Delivery Manager, and Team Lead, reporting directly to the Team Lead/Service Delivery Manager.

Work Mode

This is a local-country position based in South Africa.

Movement Strategy is dedicated to providing equal employment opportunities in all employment practices, without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, veteran’s status, disability, sexual orientation, or any other characteristic protected by law.