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    • Providing professional and courteous service to customers at all times.
    • The ideal candidate will have a passion for technology and providing excellent customer…
    • View all Dial a Nerd jobs - Johannesburg jobs - Service Desk Engineer jobs in Johannesburg, Gauteng
    • Salary Search: Remote Support Tier 2 Service Desk Engineer R14-18k salaries in Johannesburg, Gauteng
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    • Communicating to existing clients on a daily basis to secure new shipments/ deliveries.
    • Sales Reporting on daily base to management.
    • Experience with ITIL‑aligned service management processes, including user account administration and access management (Active Directory).
    • Monitoring client services and connectivity, escalating service degradation where necessary.
    • Previous experience in a client support, service desk, or technical…
    • Experience with service desk software and ticketing systems.
    • Proven track record of effectively managing service desk operations, including incident management,…
    • Experience managing service desk performance within a formally SLA-governed contract, including client-facing accountability for desk performance.
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    • Taking ownership of customer issues and following standard service desk procedures.
    • With a strong focus on customer satisfaction, you will be expected to…
    •  Track service desk performance metrics (e.g., ticket resolution time, user satisfaction) and prepare regular reports for senior management to evaluate service…
    • Provide failover support to outsource service team for business continuation purposes.
    • Build and maintain business relationships with internal and external…
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    • Practical experience managing cash desk transactions (cash, refunds, exchanges) with full accuracy.
    • Onboard customers to the loyalty program, recommend…
    • Ability to analyse service metrics and drive operational performance and continual service improvement.
    • Drive continual service improvement by identifying…
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    • The ideal candidate possesses excellent customer service abilities, professional telephone etiquette, and a positive attitude, with a proven commitment to…
    • Sharing reports and insights that help us continuously improve I&T services.
    • Next-level Client service and support to your fellow VKB teammates.
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    • Assist clients with the installation of business line software and related services.
    • Typing skills to ensure quick and accurate entry of service ticket details.
    • * Produce operational reports and assist with service delivery administration.
    • * Log, update and manage incidents and service requests.

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Job Post Details

Remote Support Tier 2 Service Desk Engineer R14-18k - job post

Dial a Nerd
3.8 out of 5 stars
Johannesburg, Gauteng
Full-time

Job details

Job type

  • Full-time

Location

Johannesburg, Gauteng

Full job description

Job desciption:

Dial a Nerd is looking for a Remote Support Tier 2 Service Desk Engineer to join our growing team. The ideal candidate will have a passion for technology and providing excellent customer service. As a Remote Support Engineer, you will be responsible for providing technical support to our customers, resolving issues over the phone, email, and/or remote support tools.

Responsibilities:

  • Responding to customer support requests via email, phone or tickets within SLA
  • Troubleshooting technical issues with Windows and Mac operating systems and Microsoft Office applications
  • Setting up and configuring desktops, laptops, and printers
  • Configuring and troubleshooting network connectivity issues (LAN, WAN, Wi-Fi)
  • Configuring and troubleshooting Anti-Virus software
  • Assisting with data backups and recovery processes
  • Managing Active Directory users and their passwords
  • Assisting with Microsoft 365 Tenant Setup and enabling MFA
  • Creating and maintaining job tickets in our CRM system
  • Providing professional and courteous service to customers at all times
  • Working collaboratively with the team to resolve customer issues

Requirements:

  • 3+ years of experience in a technical support role
  • Excellent communication skills, both written and verbal
  • Strong analytical and problem-solving skills
  • Experience with Microsoft Office applications, Windows and Mac operating systems, and network connectivity
  • Familiarity with CRM and RMM tools is a plus
  • Knowledge of LAN basics, IP address, and gateway configuration
  • Basic knowledge of Acronis backup and recovery software
  • Understanding of 2.4GHz vs 5GHz wireless LAN configurations, channels, and security protocols
  • Familiarity with Active Directory user creation and password management
  • Ability to multitask and prioritize in a fast-paced environment
  • A willingness to learn and expand technical knowledge

If you are passionate about technology and providing excellent customer service, we encourage you to apply for this exciting opportunity to join our team as a Remote Support Tier 2 Service Desk Engineer.

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