IT Support Specialist (Tier 2) needed at Parvana

What you will be doing:

• Provide proactive Level 2 remote and onsite support, resolving technical issues in line with SLA requirements and guiding junior IT professionals through escalations.
• Build strong client relationships through regular visits, timely responses to incoming calls, and after-hours support.
• Carefully review tickets using an 8-point checklist and contribute to project implementation, ensuring smooth delivery of services and added client value.
• Keep documentation up to date in real-time using tools like IT Glue, N Central, and Autotask.
• Collaborate with the team, offering support and guidance, while providing opportunities for new team members to learn.
• Identify and escalate client issues or risks to management, and always look for ways to enhance client relationships.
• Contribute to improving SOPs and processes, using standardised project templates.

What you need:

• A relevant tertiary qualification would be beneficial.
• 5+ years of IT support experience in a similar role.
• Possess Microsoft certifications and demonstrated experience in a Managed IT Services environment.
• Excellent English communication skills, with the ability to explain complex technology clearly to clients.
• Ambitious and eager to learn, with a valid driver’s license and willingness to travel locally and nationally as needed.
• Strong understanding of client confidentiality, ensuring secure protection of privileged information.
• Proficient in using Autotask, Nable, and IT Glue for support and documentation.
• Experienced with Microsoft 365, Azure, Active Directory, and Microsoft Exchange.
• Skilled in troubleshooting Microsoft Desktop and Mac operating systems, as well as LAN and wireless networks, including firewalls, DHCP, DNS, and TCP/IP.
• Proficient in managing support ticketing systems and consistently meeting SLA targets.