Helpdesk Technician - Software & Systems

Our client, a leading provider of educational technology solutions, is seeking a skilled Helpdesk Technician with a focus on Software & Systems Support to join their remote team, servicing clients nationwide with a primary operational hub in Polokwane, Limpopo. This role is critical for ensuring that educators and students have seamless access to our client's innovative learning platforms. You will be responsible for diagnosing and resolving technical issues related to software applications, user accounts, and system integrations.

The ideal candidate is patient, detail-oriented, and possesses excellent communication skills to effectively assist users with varying technical proficiencies. This is a fantastic opportunity to contribute to the advancement of education through technology, working remotely while being connected to the vibrant community of Polokwane.

• Provide technical support for software applications, operating systems, and user accounts.
• Troubleshoot and resolve issues related to platform access, functionality, and performance.
• Respond to helpdesk tickets via email, phone, and chat in a timely and efficient manner.
• Guide users through problem-solving processes and provide clear instructions.
• Escalate complex technical issues to the appropriate IT teams.
• Document support interactions, solutions, and user feedback in the ticketing system.
• Assist in the testing and deployment of software updates and new features.
• Maintain and update knowledge base articles and user guides.
• Monitor system health and identify potential performance bottlenecks.
• Collaborate with cross-functional teams to ensure a cohesive user experience.

• Proven experience in a technical support or helpdesk role, preferably supporting software applications.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with cloud-based applications and learning management systems (LMS).
• Excellent troubleshooting skills for software-related issues.
• Proficiency in using helpdesk ticketing software.
• Strong verbal and written communication skills.
• Ability to work independently and manage time effectively in a remote setting.
• High school diploma or equivalent; IT certifications (e.g., CompTIA, Microsoft) are a plus.
• Customer-focused mindset with a passion for helping users.
• Reliable internet connection and a suitable home office environment.

• Fully remote position offering excellent work-life balance.
• Competitive salary and performance-based incentives.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and continuous learning.
• Contribution towards home office expenses.
• A collaborative and supportive remote team culture.
• Access to cutting-edge educational technology.
• Company-provided equipment.
• Regular virtual team events.