MSP Service Desk Technician

MSP Service Desk Technician - Cape TownFull job descriptionJob descriptionWho Are We?Libra Information Technologies is a full-service IT outsourcing firm and has been supporting small- to medium-sized businesses for the past 18 years. As an IT consulting firm based in Mississauga, Ontario, our in-house Canadian team delivers industry leading Managed IT Services, IT Support Services, IT Outsourcing Services, Tech Support Services and Cloud Services.Who Are Our Clients?Libra Information Technologies client portfolio consists of the GTA’s most elite and industry leading companies. They are predominantly in the private sector, and they cover a wide variety of industries including insurance, financial, construction, manufacturing, non-profit (charities) and legal.Who Are We Looking For?Libra Information Technologies is looking for the right person, not just any person to take on the IT Service Desk position. Our biggest asset is always our team, and we are committed to technology as it is a passion, not a job.Our next tech service desk team member super star will join us as a contractor with a 6-month probation. This person will have an overall aptitude for IT technologies, which will enhance their troubleshooting skillset.Our internal IT technical support team likes to play in sandbox environments, testing new technologies for the fun of it.We only use the best business class technology. No freeware or consumer grade products. We use Enterprise class remote monitoring and management (RMM) and professional services automation (PSA) tools to proactively manage our client environments 24/7, 365 days a year.What Are the Responsibilities?· Perform remote tech support troubleshooting of hardware, software, and networking issues for various clients.· Perform Level 1, 2 tech support fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and application.· Monitor central ticketing system to ensure timely resolution of issues.· Document any or all changes to client environments.· Apply industry “Best Practices” to all client sites.· Follow check lists to ensure a consistent result for routine and common tasks.· Access software updates, drivers, knowledge bases and FAQ resources on the Internet/intranet to aid in problem resolution.· Other duties as assigned by management.· Rotating shifts.What Are the Requirements?· 2 – 5 years of experience in a managed IT services (MSP) firm.· Ability to work alone while collaborating with internal teams· Ability to work under pressure with tight deadlines· Ability to conduct research into a wide range of computing tech support issues· Ability to effectively prioritize and execute tasks in a high-pressure environment· Ability to absorb and retain information in a high paced environment· Must possess exceptional customer service orientation· Must possess and demonstrate excellent verbal and written communication skills· Must possess and demonstrate excellent interpersonal skills is a must as this is a customer-facing role· Proven technical, analytical, and problem-solving tech support skills· Highly self-motivated and directed with a passion for technology and I.T.· Post-secondary education in Computer Science / Information Technology· Must achieve an industry certification within 6 months of employmentWhat Are the Technical Requirements?· Experience with installing, configuring, administering, and troubleshooting a wide range of desktop hardware and software (Windows 10, 11) as well as Apple OS X (Optional)· Experience with using Microsoft Office 365· Experience with Remote Control Software such as LogMeIn, Microsoft Remote Desktop Connection, and ConnectWise Control· Experience with troubleshooting printers, scanner, and various other peripherals remotely· Experience with troubleshooting and supporting mobile devices iPhone, iPad, Android· Knowledge of networking concepts including TCP/IP, OSI model, routing, switching, VLANs, subnetting, super subnetting and other networking concepts· Knowledge of networking hardware including SonicWALL, HPE switches and VPN appliancesWhat Would Be Some Bonus Items?· Cisco/Microsoft/CompTIA certifications would be a big asset· Experience with Remote Monitoring and Management tools· Prior experience with a Managed Services Provider (MSP)ONLY SELECTED CANDIDATES WILL BE CONTACTED.Job Type: ContractContract length: 12 monthsPay: R25 000,00 - R35 000,00 per monthEducation:Certificate (Required)Experience:Managed Service Provider: 3 years (Required)Language:English (Required)Shift availability:Night Shift (Required)