Systems Analyst, Level 2
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Job Description
Systems Analyst providing technical assistance and managing escalated support tickets for a Managed Service Provider. Collaborating with a talented team to enhance core infrastructure and support clients remotely.
Responsibilities:
- Managing escalated support tickets, tackling everything from break/fix challenges to application setup and user-level configurations.
- Setting up new **Hyper‑V hosts**, troubleshooting and deploying **SonicWall firewalls**, and managing **Datto networking switches and access points**.
- Utilize our ticketing system to document, monitor, and escalate issues as needed.
- 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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