IT Support Technician II

Dedicated IT is a leading MSP with a niche focus on healthcare. Ranked #33 on CRN's 2022 Fast Growth 150 List, we have a strong reputation in the healthcare IT space. Our people‑centric culture, amazing benefits and substantial year‑over‑year growth have positioned us as an employer of choice.

At Dedicated IT, we invest in our employees. Their professional and personal goals are a top priority, so we offer career planning, advancement opportunities, education and certification reimbursement, work/life balance, great benefits, and a supportive culture.

Location: South Africa (contract) |
Schedule: 10 pm to 9 am EST Tuesday to Friday OR 6 pm to 5 am EST Wednesday to Saturday |
Salary: 35k–62k rand per month |
Role: Support Technician II – customer‑oriented individual who fields calls and e‑mail tickets, mentors Support Technicians I, and supports a large variety of clients in the healthcare industry.

• Collaborate – Leave your ego at the door. Collaboration drives shared success.
• Own – Take extreme ownership, go above and beyond, and pick up the phone when needed.
• Dedicated – Model dedication, reliability, and responsibility. Rise to challenges every day.
• Empathize – See things from others' perspectives, listen, and care in every interaction.

• Handle support tickets and resolve client issues within SLA times.
• Collaborate with the team, Service Delivery Manager, and Team Lead to provide top‑quality service.
• Address a variety of basic to complex issues requested by end users.
• Create tickets, document detailed notes, and track time accurately.
• Update technical documentation in the system.
• Own and work email tickets when not answering calls or upon request.
• Escalate tickets to Team Lead with detailed remediation notes and recommended solutions.
• Train, mentor, and assist Support Technician I’s.
• Identify possible major incidents and notify Team Lead/Service Delivery Manager immediately.
• Find alternative workarounds when established procedures fail.
• Train users on supported software and hardware.
• Assist clients with installing business‑line software and related services for infrastructure or end‑user use.
• Manage vendor relationships for client‑related support ticket resolution.
• Ensure all cases are followed up on in a timely manner.
• Provide timely updates to clients.
• Assist in training new employees.

• Ability to solve problems without specific guidance.
• Observe daily activities to learn overall IT infrastructure, methods, and industry standards.
• Assist clients with installing business‑line software and related services.
• Train users in supported software and hardware.
• Work with vendor support contacts to resolve technical problems with equipment and software.
• Explain technical information in simple terms.
• Intermediate to advanced experience supporting/troubleshooting workstation hardware, Windows/Mac OS, mobile devices, MFA, desk phones and headsets, printers/scanners, SharePoint/One Drive/365, Active Directory, DNS/DHCP, NTFS/file permissions, firewall/VPN, and network infrastructure including routers/switches and APs/WAPs.
• Understanding of support tools, techniques, and technology used to provide client services.
• Typing skills: 50 WPM.
• Technical writing and documenting.

• Certifications:
  
  CompTIA A+, Network+, Security+, Cisco, Microsoft Certifications – multiple preferred plus relevant experience.
• At least 2–3 years in a previous help desk or advanced role, required.
• Prior USA or UK MSP experience required.
• Prior healthcare IT experience preferred.
• Connect Wise experience preferred.
• Experience supporting medical clients, EMR, and HIPAA understanding preferred.

Equal Employment Opportunity:
Dedicated IT is committed to providing equal employment opportunities in all employment practices, without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, veteran's status, disability, sexual orientation, or any other characteristic protected by law.