Senior Remote Helpdesk Analyst

About the Role

Our client is seeking an experienced and proactive Senior Remote Helpdesk Analyst to join their distributed IT department, operating remotely from Sandton . This key role involves providing advanced technical support, managing complex IT issues, and mentoring junior team members. You will be responsible for ensuring the stability and efficiency of the company's IT systems and infrastructure for a remote workforce. This is an excellent opportunity for a seasoned IT professional looking to take on greater responsibility and contribute to strategic IT initiatives in a fully remote capacity.

Key Responsibilities

• Provide high-level technical support and troubleshooting for hardware, software, and network issues.
• Manage, prioritize, and resolve escalated IT support tickets efficiently.
• Oversee the installation, configuration, and maintenance of IT systems and user devices remotely.
• Develop and maintain IT documentation, knowledge base articles, and standard operating procedures.
• Assist in the planning and implementation of IT projects and system upgrades.
• Mentor and guide junior helpdesk staff, fostering their professional development.

Requirements

• Proven experience as a Senior Helpdesk Analyst or Lead IT Support role.
• In-depth knowledge of operating systems, network infrastructure, and various software applications.
• Strong experience with remote support tools, ticketing systems (e.g., Jira, ServiceNow), and endpoint management solutions.
• Excellent diagnostic, problem-solving, and analytical skills.
• Strong leadership and communication skills, with the ability to mentor effectively.
• Relevant certifications (e.g., MCSA, CCNA) are highly preferred.

Benefits

• Highly competitive salary and performance-based bonuses.
• Fully remote work flexibility, allowing you to work from anywhere.
• Comprehensive health, dental, and vision insurance coverage.
• Generous paid time off, sick leave, and public holidays.
• Professional development budget for courses and certifications.