Remote Recruitment is hiring a Junior Helpdesk Technician for an entry-level role providing remote technical support. You will serve as the first point of contact for helpdesk queries, ideal for a tech-savvy individual who enjoys troubleshooting and supporting clients.
What You'll Do
- Serve as the initial point of contact for helpdesk queries via phone, email, or ticketing system.
- Provide friendly, responsive, and effective remote support.
- Escalate complex issues to senior technicians as needed.
- Manage and resolve tickets using the company's helpdesk platform.
- Regularly update and maintain clear ticket notes.
- Ensure client documentation is kept accurate and up-to-date.
- Break down multi-issue tickets into separate, manageable tasks.
- Review RMM (Remote Monitoring and Management) dashboards.
- Apply scheduled and automated remediation actions.
- Follow schedules and SOPs as directed by the Technical Support Manager.
- Submit timesheets and expenses as per SOPs.
- Communicate ticket status and service changes clearly to clients.
- Proactively identify risks and suggest improvements.
- Support project delivery when needed by the Projects Team.
What We're Looking For
- Strong communication skills with a focus on active listening.
- Basic understanding of operating systems, business apps, and network systems.
- Comfortable working under pressure with a calm, client-focused approach.
- Fast, accurate typing while on the phone.
- Excellent attention to detail and reliability.
- Access to a reliable laptop and stable internet connection.
Nice to Have
- Experience with ticketing systems and remote support tools.
- Familiarity with Microsoft 365 and RMM platforms.
- Previous experience in an MSP (Managed Service Provider) environment.
- IT certifications such as Microsoft MCP, MCSA, or ITIL.
- Client experience training such as Helpdesk Habits.
Technical Stack
- Ticketing systems
- Remote support tools
- Microsoft 365
- RMM (Remote Monitoring and Management) platforms
Team & Environment
Part of a supportive, innovative team. Reports to the Technical Support Manager.
Benefits & Compensation
- Your birthday off
- A relaxed and supportive team environment
- Work-from-home flexibility
- Ongoing training to support career growth
- Compensation: R25 000 per month
Work Mode
This is a fully remote position.
Remote Recruitment is an equal opportunity employer.
