Help Desk Tech Support Lead (Remote)

Help Desk Tech Support Lead | EMAPPLY | SouthAfrica

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

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Help Desk Tech Support Lead | EMAPPLY | South Africa

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 – 6am SAST (PART TIME WITH FULL TIME POTENTIAL BASED ON PERFORMANCE)

Location: Remote

Salary: Competitive salary based on experience 10000 – 12000 RAND P/MONTH PART TIME

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

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

Previous experience in a help desk or technical support role
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 Lv 1&2 a must. Lv3 preferred.
M365 tenancy/ online administration a must.
Microsoft server on premises products a bonus.
Able to speak and write clearly and fluently
Windows systems a must bonus if Mac too.
Strong understanding of web hosting and technology preferred (eg DNS records, WordPress for example)
QNAP and Sinology Experience a bonus .
Programming experience preferred
Ability to adapt to changing technologies and learn new concepts quickly