About Company
Econet Telecom Lesotho is a leading telecommunications company in Lesotho, dedicated to connecting communities and empowering individuals and businesses through innovative mobile and digital solutions. As a subsidiary of the Econet Group, we are committed to excellence, customer satisfaction, and fostering a dynamic work environment where talent thrives. We believe in harnessing technology to create a better future for Lesotho, providing reliable network services, mobile money solutions, and digital platforms that transform lives. Joining Econet means becoming part of a forward-thinking team at the forefront of technological advancement in the region.
Job Description
Are you a highly motivated and skilled IT professional with a passion for problem-solving and a knack for providing exceptional technical support? Econet Telecom Lesotho is seeking a dedicated Remote IT Support Technician to join our dynamic team. In this pivotal role, you will be the first point of contact for our internal employees and potentially some external partners, resolving a wide array of technical issues to ensure seamless operations across our various platforms and systems. This is a fully remote position, offering you the flexibility to work from your preferred location within Likhoele, Mafeteng, while contributing to a crucial aspect of our telecommunications infrastructure. You will be instrumental in maintaining system uptime, troubleshooting hardware and software problems, managing user accounts, and providing technical guidance. We are looking for someone who is not only technically proficient but also possesses excellent communication skills, a patient demeanor, and a commitment to continuous learning in a fast-paced environment. If you thrive on challenges, enjoy empowering users with technology, and are ready to make a significant impact from a remote setting, we encourage you to apply. This role offers an exciting opportunity to grow your expertise within a leading regional telecommunications company.
Key Responsibilities
- Provide first-line and second-line remote technical support to employees for hardware, software, network, and system issues.
- Diagnose and resolve technical problems related to desktops, laptops, mobile devices, printers, and other peripheral equipment.
- Install, configure, and troubleshoot operating systems (Windows, macOS), applications, and productivity suites (e.g., Microsoft 365).
- Manage user accounts, permissions, and access rights within Active Directory, cloud platforms, and other internal systems.
- Respond to support requests via phone, email, chat, and our ticketing system in a timely and professional manner.
- Document all support interactions, resolutions, and technical procedures accurately in the IT service management system.
- Escalate complex or unresolved issues to appropriate senior IT staff or specialized teams.
- Conduct remote system diagnostics, performance tuning, and preventive maintenance.
- Assist with onboarding and offboarding processes for employees, including equipment setup and account provisioning.
- Contribute to the creation and maintenance of a comprehensive knowledge base for common technical issues and self-help guides.
- Ensure adherence to IT security policies and procedures, assisting with security awareness for users.
- Participate in on-call rotation for critical support outside standard business hours, if required.
Required Skills
- Proficiency in troubleshooting Windows and macOS operating systems.
- Strong understanding of network fundamentals (TCP/IP, DNS, DHCP, VPN).
- Experience with Microsoft 365 administration and support (Exchange Online, SharePoint, Teams).
- Familiarity with Active Directory user and group management.
- Excellent problem-solving and analytical skills.
- Exceptional verbal and written communication skills in English and Sesotho.
- Ability to work independently and manage time effectively in a remote work environment.
- Customer-centric approach with a strong commitment to service excellence.
- Minimum of 2 years of experience in an IT Support or Helpdesk role.
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate certifications.
- Experience with IT Service Management (ITSM) tools (e.g., Jira Service Desk, Zendesk, ServiceNow).
- Familiarity with mobile device management (MDM) solutions.
- Knowledge of basic Linux commands and troubleshooting.
- Previous experience working in the telecommunications industry.
Perks & Benefits
- Competitive salary package.
- Comprehensive health insurance.
- Generous paid time off and public holidays.
- Opportunities for professional development and certifications.
- Remote work flexibility with a supportive team culture.
- Access to cutting-edge tools and technologies.
- Employee wellness programs.
- Contribution to a leading telecommunications company in Lesotho.
How to Apply
Interested candidates are invited to submit their detailed CV and a compelling cover letter outlining their relevant experience and why they are a great fit for this remote role. Please highlight your experience with remote support environments and your technical troubleshooting skills. Click on the application link below to apply for the job.