• Triage, prioritise and assign incoming IT support tickets efficiently • Provide fast and effective first-line technical support via phone, email and chat • Escalate complex technical issues to second and third-line support engineers • Maintain helpdesk SLAs and produce regular performance and trend reports • Update the internal knowledge base with common issues, solutions and workarounds • Onboard new users and coordinate device setup and system access provisioning

• Run day-to-day IT help desk for ~75 employees (and growing), resolving 75+ tickets per week across software access, account provisioning, laptop issues, and general IT support • Own the full laptop lifecycle — vendor pricing, procurement, Kandji-managed deployment, refreshes, and retrieval from voluntary and involuntary terminations • Build and maintain automations across Zapier, Okta, Google Workspace, Jira, and Slack to eliminate repetitive IT work • Develop internal tools and scripts that call LLM APIs (Anthropic, OpenAI, Gemini) to automate ticket triage, documentation, onboarding checklists, and other IT workflows • Execute IT compliance and governance work in partnership with the Director of InfoSec — access reviews, evidence collection for SOC 2 and similar audits, policy enforcement in Okta and Kandji, and offboarding verification • Partner with the Director of InfoSec and CFO to track software renewal dates, negotiate pricing, and flag consolidation opportunities • Manage the Kandji, Okta, Jira, SentinelOne, and Google Workspace tool stack — configurations, integrations, and policy maintenance • Execute employee onboarding and offboarding IT workflows with same-day turnaround • Document everything — runbooks, automation logic, vendor contacts, asset inventory

• Implement and administer Windows Server operating systems • Manage Microsoft infrastructure services, including: Active Directory, GPO, DNS, DHCP, NTP, File Services, DFS, Failover Clustering • Manage server virtualization platforms (VMware vSphere, ESXi, vCenter and Microsoft Hyper-V) • Deploy, operate and maintain enterprise storage (block/file/object) and SAN (zoning, LUNs, multipath, HBAs, iSCSI/FC) • Manage capacity and performance of server and storage infrastructure. • Create and maintain technical documentation (diagrams, procedures, runbooks and knowledge base articles).

Role Description Remote Recruitment is hiring a Helpdesk Coordinator for our UK-based clients. This is a fully remote position offering South African professionals an excellent opportunity to work with leading UK employers from home. You will work UK business hours and join a supportive, fast-growing team. - Triage, prioritise and assign incoming IT support tickets efficiently - Provide fast and effective first-line technical support via phone, email and chat - Escalate complex technical issues to second and third-line support engineers - Maintain helpdesk SLAs and produce regular performance and trend reports - Update the internal knowledge base with common issues, solutions and workarounds - Onboard new users and coordinate device setup and system access provisioning Qualifications - 2+ years of IT helpdesk, service desk or technical support experience - Familiar with helpdesk platforms such as Zendesk, Freshdesk or ServiceNow - Strong customer service and communication skills with excellent English - Basic knowledge of Windows, Microsoft 365 and common business applications - Able to work calmly and effectively in a fast-paced remote support environment Benefits - R27,000/month - 100% remote, UK business hours - Career growth and professional development - Exposure to leading UK businesses and practices Company Description Remote Recruitment – connecting top South African talent with UK employers. Apply today.