Dedicated IT
Healthcare IT
AfterHoursITSupportTechnicianII
Neural analysis suggests this role is
optimal for Mid candidates.
“After Hours IT Support Technician II at Dedicated IT. Skills: IT Support, Technical Troubleshooting, Client Service. Manage client technology. Support client employees”
Industry & Context.
Ability to solve problems without specific instructional guidance; Problem-solving
After Hours, 1pm to 10pm EST – Monday to Friday (SAST: 7pm to 4am – Monday to Friday)
What They're Looking For.
Must Have
Ability to solve problems without specific instructional guidance, Observe daily activities to learn overall IT Infrastructure, methods, and industry standards, Assist clients with the installation of business line software and related services, Train users in supported software & hardware, Work with vendor support contacts to resolve technical problems with Equipment & software, Ability to explain technical information in simple terms, Intermediate to advanced experience supporting/troubleshooting: Workstation hardware, Windows/Mac OS, Mobile devices, MFA, Desk phones and headsets, Printers/Scanners, SharePoint/OneDrive/365, Active Directory, DNS/DHCP, NTFS/File permissions, Firewall/VPN, Network Infrastructure including R&S and APs/WAPs, Understanding of support tools, techniques, and technology used to provide client services, Typing skills to ensure quick and accurate entry of service ticket details, 50 WPM, Technical Writing and Documenting, At least 2-3 years in a previous help desk or relevant advanced role, required, Prior USA or UK MSP experience required
Nice to Have
Prior Healthcare IT experience preferred, ConnectWise experience preferred, Experience supporting medical clients, EMR, and HIPAA understanding preferred, CompTIA A+, Network+, Security+, Cisco, Microsoft Certifications – multiple preferred + relevant experience
What You'll Do.
Manage client technology
Support client employees
Respond to day-to-day support needs
Assist with emailed tickets
Resolve support issues within SLA
Support a wide variety of client environments
Solve technical problems through ownership
and creative problem-solving
Handle support tickets and work to resolve client issues within SLA times
Work on a variety of basic to complex issues requested by end users
Document detailed notes
Accurately track time
Update technical documentation in system
Own and work email tickets when not answering calls or when requested
Escalate requests or tickets to Team Lead with detailed notes of attempted remediations and recommended solutions
Identify possible Major Incidents and notify Team Lead/Service Delivery Manager immediately
Find alternative workarounds to problems when established procedures fail
Train users in supported software & hardware
Assist clients with the installation of business line software and related services for infrastructure or end-user
Ensure all cases are followed up on in a timely manner
Provide timely updates to clients
Assist in training new employees
How You'll Work.
Team & Collaboration
Work with team, Service Delivery Manager, and Team Lead to provide top quality service; Train/Mentor and Assist Support Technician I's; Collaborate with colleagues
Communication Scope
Ability to explain technical information in simple terms
Full Job Description
Dedicated IT Dedicated IT is a leading MSP (Managed Service Provider) with a niche focus on healthcare. Named #33 on CRN’s 2022 Fast Growth 150 List, we are a household name in Healthcare IT. Our people-centric culture, amazing benefits and substantial year over year growth has positioned us as an employer of choice in the Managed Services space. At Dedicated IT, we are invested in our employees. Their goals, growth, and success (both professional and personal) are a top priority. We offer career planning, career advancement opportunity, education/certification reimbursement, work/life balance, great benefits, and a people-focused culture. If you would like to know more about Dedicated IT, click the links below: https://www.linkedin.com/compa... https://www.glassdoor.com/Revi... Position Summary Location: South Africa - contract Schedule: 1pm to 10pm EST – Monday to Friday (SAST: 7pm to 4am – Monday to Friday) Salary: R35,000 – R50,000 ZAR / month As a Support Technician II at Dedicated IT, you’ll help our healthcare clients manage their technology, support their employees, and respond to day-to-day support needs. Working within the Dedicated IT Service Desk, you’ll gain hands-on experience supporting systems of all shapes and sizes across the healthcare industry. You can expect to be equipped with modern hardware, tools that help automate and improve the support experience, and systems that help you continue leveling up your technical skills. Support Technician IIs are customer-oriented problem-solvers who provide fast, accurate, and professional technical support. This role primarily focuses on fielding incoming calls, assisting with emailed tickets, resolving support issues within SLA, and mentoring teammates. As part of Dedicated IT’s core technical team, you’ll support a wide variety of client environments and solve technical problems through ownership, strong documentation, and creative problem-solving. We Are Looking for Candidates That Embody Our Core Values
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