Systems Analyst, L2
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Job Description
Systems Analyst providing high-quality technical assistance for a Managed Service Provider since 2007. Managing escalated support tickets and enhancing core infrastructure through collaboration.
Responsibilities:
- Managing escalated support tickets, tackling everything from break/fix challenges to application setup and user-level configurations. Beyond providing exceptional end-user support, you'll also play a key role in enhancing our core infrastructure through server administration, networking, and security efforts.
- Setting up new Hyper‑V hosts, troubleshooting and deploying SonicWall firewalls, and managing Datto networking switches and access points. You’ll also work with a range of modern, innovative technologies that our team implements regularly.
- Utilize our ticketing system to document, monitor, and escalate issues as needed, while maintaining clear and accurate documentation within our internal platform to ensure information remains current throughout the support process.
- You'll be part of a close-knit team where collaboration is key, working alongside a talented technical group to provide outstanding remote support and service to our clients.
Requirements:
- 🎓 Education & Certifications
- CompTIA A+ and/or Network+ required (If you don’t currently hold one, you’ll be expected to earn it after hire — we’ll support you!)
- MD‑102 (Modern Desktop Administrator Associate) preferred
- 🛠 Technical Skills
- 3–5 years of IT support experience in an MSP or fast‑paced technical environment
- Strong proficiency with Windows 10/11 and macOS
- Solid experience with Windows Server 2016, 2019, and 2022
- Working knowledge of SonicWall firewalls, Datto networking, and core networking fundamentals
- Familiarity with Microsoft 365, Office applications, and Office 365 cloud administration
- Experience with Azure and/or AWS cloud environments
- Hands-on experience with Datto BCDR and/or SaaS Backup solutions
- Experience using Autotask PSA is a strong plus
- 🤝 Soft Skills & Professional Abilities
- Outstanding written and verbal communication skills — you’ll interact with clients regularly
- A proactive mindset and the ability to work independently or as part of a collaborative team
- Strong time‑management and organizational skills to balance multiple priorities effectively
- A genuine desire to deliver excellent service and continuously improve
Benefits:
- 💰 Competitive salary: R300,000 – R350,000 per year
- 🎯 Quarterly bonus eligibility to reward performance
- 🏥 Comprehensive benefits package
- 🎉 Paid time off and leave policies in line with South African standards
- 📚 Educational reimbursement for certification exams and access to company-supplied training resources
- 🤝 Team culture: Fun events and opportunities to connect with colleagues
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