Level 1/2 Tech Support

Level 1/2 Tech Support

Full time US (EST) working hours - 3pm-11pm/4pm-12am SAST

Remote (within South Africa)

Our client in the US is seeking a Level 1/2 IT Support Technician to serve as the first point of contact for IT support requests. The role focuses on resolving common technical issues, accurately documenting work, and delivering fast, friendly, and professional support while escalating more complex issues when required.

Key Responsibilities

• Resolve basic IT issues such as password resets, connectivity, printing, and software installation

• Log and document all actions taken within support tickets

• Escalate unresolved or complex issues according to SOPs

• Adhere to data security and internal policies

• Provide a professional and customer-focused support experience

KPIs

• Initial ticket response within SLA (e.g. 15 minutes)

• 75% first-contact resolution rate

• 100% ticket documentation compliance

• 25% ticket escalation rate

• Client satisfaction score of 4.5/5