Remote Tier 1 & Tier 2 Helpdesk Engineer (USA MSP)

About the role

We are seeking South African citizens to join a US‑based Managed Service Provider as remote Tier 1 and Tier 2 Helpdesk Engineers. The role is fully work‑from‑home, with night‑shift hours (3 PM‑12 AM or 2 AM) supporting American clients via phone and email.

Key responsibilities

• Provide real‑time technical support to end‑users, handling Tier 1 and Tier 2 issues.
• Install, configure, and repair computer hardware and software.
• Diagnose and resolve network, device, and cloud‑based system problems.
• Create and manage support tickets, documenting troubleshooting steps and outcomes.
• Escalate complex issues to appropriate internal resources when necessary.

Required profile

• South African citizenship.
• Previous experience as a helpdesk technician for an MSP.
• Excellent verbal and written English with clear pronunciation.
• Reliable high‑speed internet (minimum 100 Mbps) and a suitable workstation with 2‑3 monitors.
• Availability to start within 14‑30 days.

Required skills

• Hardware repair and maintenance.
• Software troubleshooting.
• Network troubleshooting.
• Proficiency with ticketing systems.

What we offer

• Full‑time remote contract with competitive US‑based rates.
• Flexible night‑shift schedule.
• Assistance with backup power solutions if required.
• Opportunity to work for leading US MSPs while based in South Africa.