Helpdesk Support Technicians Tier 2

Vacancies: Health Information Systems Program South Africa NPC 2003/005786/08. (Internal and External advert)

Role : Helpdesk Support Technicians Tier 2
Start Date : As soon as possible
Location: Lesotho
Duration: 3 years

About HISP-SA
HISP-SA provides a wide range of digital health solutions including clinical decision support,
laboratory systems, mobile health and data management. Our comprehensive suite of
healthcare IT solutions improves many lives with a focus on digital transformation. Our
purpose is to build better lives with digital solutions.

Helpdesk Support Technicians Tier 2 (2 positions)
The Tier 2 Helpdesk Support Technician is responsible for resolving technical issues escalated
from Tier 1 support, providing in-depth troubleshooting, and ensuring efficient solutions for
end-users.

Key Responsibilities:

• • Troubleshoot & Resolve Issues:
    • Provide support for hardware, software, network, and application issues escalated
      from Tier 1 support.
    • Diagnose and resolve complex technical issues, including system malfunctions,
      network problems, and software bugs.
    • Use remote troubleshooting tools to diagnose problems and assist users remotely
  • Customer Support:
    • Communicate effectively with users to understand their technical problems and
      guide them through resolution steps.
    • Maintain high levels of professionalism and customer service when interacting with
      users.
    • Follow up with users to ensure issues are fully resolved and provide additional
      support if necessary.
  • Documentation & Reporting:
    • Document all interactions, troubleshooting steps, and resolutions in the helpdesk
      system.
    • Maintain detailed records of incidents and resolutions for knowledge management
      purposes.
    • Assist in maintaining and updating knowledge base articles for frequently
      encountered issues.
  • Escalation Management:
    • Work closely with Tier 3 support teams to escalate unresolved or complex issues.
    • Monitor progress of escalated tickets and ensure timely resolution in line with
      service level agreements (SLAs).
  • System & Software Maintenance:
    • • Assist in the deployment and configuration of new hardware and software systems
        for users.
      • Perform basic system maintenance tasks like software updates, patches, and
        security checks.
      • Ensure that systems and applications are operating efficiently and securely.
  • Training & Mentoring:
    • • • Assist Tier 1 support staff in troubleshooting more complex issues.
        • Provide training to end users on common software applications, hardware
          functionality, and best practices.
        • Share technical knowledge and experience to improve team performance

Job Requirements:

• • Bachelor’s degree in Information Technology, Computer Science, or a related field
  • 3-5 years of experience in IT support/helpdesk roles
  • Experience using ticketing systems (preferably Zammad, but others like ServiceNow,
    Freshdesk, or JIRA are acceptable).
  • Basic networking experience (Wi-Fi troubleshooting, printer setup, VPN, etc.).
  • Knowledge of device setup, maintenance, and sanitization
  • Experience supporting distributed database systems
  • Certifications like CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
  • Familiarity with virtualization software (VMware, Hyper-V)
  • Proficient in diagnosing and resolving technical issues related to operating systems
    (Windows, macOS, Linux), software applications, and hardware.
  • Experience with Active Directory, Office 365, VPNs, and network troubleshooting.

Application process:

To apply, please complete the following form: Helpdesk Support Technician application form

Applications will close at midnight on 25 April 2025. Communication will be limited to
shortlisted candidates.
In evaluating prospective applicants and making the final selection, consideration will be given
to HISP-SA’s Employment Equity objectives. Should you not receive correspondence from
HISP-SA within 14 days of the closing date, please consider your application unsuccessful.
HISP reserves the right not to make an appointment.
Enquiries: vacancies@hisp.org