IT Helpdesk Technician (Level 2+)

OVERVIEW We are recruiting on behalf of our client for an IT Helpdesk Technician (Level 2+). Our client is a US-based organization seeking a dependable and technically skilled helpdesk professional to provide second-level IT support to their team. This is a fully remote role, supporting end users during US Eastern Standard Time business hours (8:00 AM – 5:00 PM EST). This role places a strong emphasis on customer service and customer success — you will be expected to deliver an exceptional support experience that builds trust, satisfaction, and long-term confidence in I T services. KEY RESPONSIBILITIES Serve as the primary escalation point for Level 1 helpdesk tickets, diagnosing and resolving intermediate to complex technical issues Provide remote desktop support across hardware, software, and network-related problems Install, configure, and maintain operating systems, applications, and peripherals Manage user accounts, permissions, and access controls through Active Directory or similar platforms Document support tickets, troubleshooting steps, and resolutions accurately in the helpdesk system Communicate clearly and professionally with end users throughout the support process, ensuring a positive and customer-first experience Champion customer success by proactively following up on resolved issues and ensuring end users feel supported and valued Escalate unresolved issues to Level 3 support or relevant teams with thorough documentation REQUIREMENTS Matric (Grade 12) as a minimum; a National Diploma or relevant NQF Level 6 qualification in IT, Computer Science, or a related field is advantageous CompTIA A+, CompTIA Network+, or Microsoft certifications (e.g. MS-900, AZ-900) are preferred 2–4 years of experience in an IT helpdesk or technical support role, with demonstrated Level 2+ exposure Solid understanding of Windows operating systems, Microsoft 365, and remote support tools Strong verbal and written communication skills in English A genuine passion for customer service and delivering a high-quality support experience Reliable home office setup with stable internet connectivity suitable for remote work P REFERRED EXPERIENCE Experience supporting users in a US or international business environment