Senior Helpdesk Analyst (Remote)

About the Role

Our client is actively seeking an experienced Senior Helpdesk Analyst to join their fully remote support team, servicing clients in and around Welkom. This pivotal role involves providing advanced technical support, resolving complex IT issues, and mentoring junior support staff. You will be responsible for maintaining the smooth operation of IT systems and ensuring prompt resolution of incidents for end-users. This is an excellent opportunity for a seasoned IT professional who thrives on complex problem-solving and wants to make a significant impact within a distributed, technology-driven organization.

Key Responsibilities

• Provide Tier 2 and Tier 3 technical support for hardware, software, and network issues remotely.
• Diagnose and resolve complex user incidents, ensuring minimal disruption to operations.
• Develop and maintain technical documentation, including troubleshooting guides and FAQs.
• Train and mentor junior helpdesk staff on best practices and technical procedures.
• Manage and track support tickets, ensuring timely and effective resolution within SLAs.
• Contribute to IT infrastructure improvement initiatives and recommend solutions.

Requirements

• Minimum of 3-5 years of experience in a helpdesk or technical support role.
• Strong understanding of operating systems (Windows, macOS), common applications, and network protocols.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, Jira Service Desk).
• Excellent analytical and problem-solving skills with a methodical approach.
• Ability to work autonomously and manage workload effectively in a remote setting.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are highly valued.

Benefits

• Highly competitive salary commensurate with experience.
• Full remote work flexibility, allowing you to work from anywhere.
• Comprehensive medical, dental, and vision insurance plans.
• Generous paid time off and company holidays.
• Opportunities for continuous learning and professional certifications.
• A collaborative and innovative remote work culture.