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To provide reliable overnight IT support to Loomer's employees, ensuring technical issues are resolved quickly, systems remain operational, and business disruptions are minimised.
The successful candidate must be able to troubleshoot independently, manage IT incidents, and provide effective remote technical support.
Working Hours: Overnight shift aligned with US and Canadian business hours South Africa : 15:00pm – 12:00am
Loomer operates according to US and Canadian business requirements and holiday schedules. Employees will generally be required to work on South African public holidays where scheduled.
Requirements
- Provide overnight IT support to employees across all departments.
- Diagnose and resolve hardware, software, network, and connectivity issues.
- Troubleshoot VPN connections, remote access, and system availability.
- Manage user accounts, passwords, permissions, and MFA access.
- Support Microsoft 365, email systems, and business applications.
- Monitor IT systems and respond to technical incidents.
- Manage support tickets, prioritise urgent issues, and escalate when necessary.
- Maintain IT security standards and identify potential security risks.
- Document incidents, resolutions, and outstanding technical issues.
- Provide clear handovers to the daytime support team.
- Strong Windows 10/11 troubleshooting and technical support skills.
- Advanced practical VPN and remote-access troubleshooting.
- Knowledge of Microsoft 365, Active Directory, and user-access management.
- Understanding of LAN, Wi-Fi, DNS, DHCP, TCP/IP, and network troubleshooting.
- Experience using remote desktop and IT support ticketing systems.
- Ability to diagnose and resolve technical issues independently.
- Strong problem-solving, communication, and time-management skills.
- Ability to work under pressure and manage multiple incidents.
- Minimum 3 years' experience in professional IT support or technical service desk operations.
- Relevant IT qualification or certification.
- Proven hands-on experience
- Experience supporting users remotely in a business environment.
- Excellent written and verbal English communication skills.
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