2nd Level IT ServiceDesk Support Analyst

Location: Knysna, Western Cape
Employment Type: Full-time | Permanent
Salary: Competitive, based on experience and qualifications

About the Role
Our client is seeking an experienced 2nd Level IT ServiceDesk Support Analyst to join their dynamic helpdesk team within an IT Network Services company.

This role will support small and medium-sized business clients, providing professional helpdesk support while also assisting with project work linked to new technology implementations. The successful candidate will report to the Technical Director and will receive full on-the-job training and support, with great opportunity for growth and advancement.

Key Responsibilities

• Provide 2nd level IT ServiceDesk support to clients.
• Assist with helpdesk queries, incidents, and service requests.
• Keep customers updated on the progress of incidents and requests.
• Support project work linked to new technology implementations.
• Troubleshoot technical issues from an administrative and end-user impact level.
• Support Microsoft core business applications, operating systems, and Microsoft 365.
• Assist with backup and disaster recovery solutions.
• Support networking environments, including WAN and LAN connectivity, routers, firewalls, FortiGate, and security.
• Implement and support remote access solutions, including VPN and Remote Desktop Services.
• Document work completed and communicate clearly with clients and internal teams.

Requirements

• Minimum 5 years’ experience in an IT customer service-related position.
• Experience within a Managed Service Provider or outsourced IT company.
• Previous experience working with an issue tracking or ticketing system.
• Experience with Kaseya tools would be a strong advantage.
• Strong understanding of ITIL service management principles, including:
  • Incident Management
  • Request Fulfilment
  • Change Management
• Excellent knowledge of Microsoft’s core business applications and operating systems.
• Excellent understanding and experience in Microsoft 365.
• Experience with backup and disaster recovery solutions.
• Networking experience, including WAN and LAN connectivity, routers, firewalls, FortiGate, and security.
• Experience supporting VPN and Remote Desktop Services.
• Strong attention to detail and the ability to remain calm under pressure.
• Excellent customer service approach with the ability to communicate clearly with non-technical end-users.
• Good written communication skills for client updates and documentation.
• Ability to work well in a team and communicate effectively.
• Must be fluent in English.
• Afrikaans would be advantageous.
• German would be a strong advantage.

Package and Benefits

• Competitive salary based on experience and qualifications.
• Full on-the-job training and support.
• Fun working environment and culture.
• Great opportunity for advancement.