Intermediate L2 Helpdesk Technician

DoneIT Solutions is looking for a disciplined, structured L2 technician to join our MSP team. We work to tight processes and document everything we do — it's how we keep clients confident and tickets from coming back. People who like that kind of structure tend to thrive here; people who find it constraining usually don't, and that's worth knowing up front.

You take tickets end-to-end: diagnose, resolve completely, document clearly enough that the next person never has to re-solve it, and close without anyone chasing you. You'll work directly with clients, keep them informed in plain language, and leave systems better than you found them — not just patched.

This role suits technicians with strong fundamentals and high potential who want to grow into senior L2 / L3 work.

• Tickets resolved accurately and completely
• Documentation that's clear, structured, and reusable
• Clients who feel confident and well-informed
• Work delivered on time, without follow-up
• Systems that improve, not just issues that get fixed

• 3–5 years relevant IT support experience
• MSP or multi-client experience is a strong advantage

• Microsoft 365 — Exchange, Teams, SharePoint
• Active Directory — user management, permissions, GPO basics
• Veeam Backup & Replication — configuring, monitoring, restores
• Networking fundamentals — DNS, DHCP, VLANs, TCP/IP

We can only consider applications that include proof of:

• CompTIA A+
• CompTIA N+
• Microsoft 365 / Microsoft certification
• Fortinet NSE4 (or Cisco CCNA or equivalent)
• IT degree holders still need Microsoft and Fortinet certification

Certifications must be official (not course-attendance certificates).

Matric certificate required. We're unable to consider applications without proof of results.

People who are highly organised and detail-oriented, who respect and improve structured processes, who communicate clearly and confidently, who take ownership and follow through, and who keep learning on their own initiative.

If you'd rather wait to be told what to do, skip documentation, or work around process under time pressure, this probably isn't the right fit — and we'd both rather know that now.

• Valid driver's license
• Own reliable vehicle
• Willing to travel to client sites when required

Shortlisted candidates are assessed telephonically and in person on technical skills, certifications, communication, and structured problem-solving.

R18,000 – R25,000 (based on proven ability)

Email ***email_hidden***. We read applications closely, and the format below is the first thing we look at — following it carefully works in your favour.

Subject line: L2 – Full Name – City/Suburb – Notice Period

Please attach:

• Updated CV — filename CV_FirstName-LastName
• Copy of ID — filename ID_FirstName-LastName
• Matric certificate with subject results
• Copies of all certifications
• A short Word document (max 200 words) answering: “A client reports their backups have been silently failing for two weeks, and they only noticed when a restore failed. Walk us through your first hour.”

We can only consider applications that include all of the above.