Technical Support Representative

About the client

Our client is an innovative business solutions company that partners with the largest technology organisations in the world to provide local businesses with cutting-edge printing, IT, and telecommunications products.

Our assessment of your equipment needs is absolute and designed to provide a solution that not only integrates into your business today but also continues to add value and increase productivity in the years to come.

About Teamified

Teamified is a talent partner helping companies build exceptional remote teams across IT, software, product, and digital innovation. We collaborate with leading enterprises and fast-scaling tech businesses worldwide to help them access world class talent and accelerate growth. With operations across the globe our mission is to make building high performing global teams simple, fast, and cost-effective. Teamified has hundreds of clients with more than 200 engineers, testers, product managers, designers, and technology experts delivering impactful solutions every day.

Job Summary:

We are seeking a proactive and technically skilled Tech Support Representative to provide Level 2 support across hardware, software, network, and cloud-based systems. This role will involve resolving escalated technical issues, managing service tickets, supporting Microsoft 365 and 3CX systems, and maintaining overall IT infrastructure performance.

Responsibilities:

• Provide comprehensive Level 2 technical support for hardware, software, network connectivity, and cloud-based systems, ensuring timely resolution of escalated issues.
• Manage, track, and resolve service tickets using HaloPSA, maintaining accurate records of actions taken, time spent, and resolution outcomes.
• Administer and support Microsoft 365 environments at a Grade 3 proficiency, including Exchange Online, SharePoint, OneDrive, Teams, Compliance Center, Security Center, and Intune.
• Install, configure, and maintain 3CX phone systems, including call routing, extensions, voicemail, and VoIP troubleshooting.
• Assist in deploying, configuring, and maintaining Microsoft Azure resources, including virtual machines, user access controls, and security policies.
• Monitor IT systems, respond to alerts, maintain backups, and perform updates to ensure reliable system performance.
• Collaborate with support staff, providing mentorship, guidance, and assistance with ticket escalations.
• Document all troubleshooting processes, resolutions, and system changes in HaloPSA and Hudu for knowledge sharing and continuous improvement.
• Participate in system updates, patching, and infrastructure optimization initiatives.

Requirements:

• Minimum 3 years’ experience in IT support or a service desk environment, with hands-on experience in cloud, network, and endpoint systems.
• Demonstrated Grade 3 proficiency in Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive, Compliance Center, Security Center, Intune).
• Practical experience with 3CX phone systems, including configuration, maintenance, and troubleshooting of VoIP services.
• Familiarity with HaloPSA or equivalent IT service management tools (ticket tracking, asset management, workflow automation).
• Strong analytical and diagnostic skills with the ability to prioritize and independently resolve complex technical issues.
• Excellent interpersonal and communication skills, with a customer-focused approach to service delivery.
• Relevant certifications such as ITIL, Microsoft Certified: Modern Desktop Administrator, Microsoft 365 Fundamentals, or Azure Administrator Associate are highly desirable.
• Strong English communication skills.

Benefits:

• Flexibility in work hours and location, with a focus on managing energy rather than time.
• Access to online learning platforms and a budget for professional development
• A collaborative, no-silos environment, encouraging learning and growth across teams
• A dynamic social culture with team lunches, social events, and opportunities for creative input
• Health insurance
• Leave Benefits
• 13th Month Salary 

If you possess the required skills and are eager to contribute to our team's success, we encourage you to apply for this exciting opportunity. Apply now!