Remote Technical Support Specialist - Tier 2

Placements24; Kimberley; Hybrid; CAD 29,000 - 44,000; Full time

Benefits offered by this job

Remote work flexibility

Health and wellness benefits

Company-provided equipment or stipend

Professional development and certs

Team-building events

Job summary

Placements24 is seeking a Remote Technical Support Specialist (Tier 2) to join a remote-first team handling escalated software and hardware issues. This role is fully remote, with work from anywhere in South Africa, including the Northern Cape service region.

You will troubleshoot advanced problems, document steps, and collaborate with Tier 3 and engineering to deliver timely solutions. The ideal candidate has 4+ years in technical support, strong Windows/Linux knowledge, experience with remote

Qualifications

• 4+ years in technical support with strong troubleshooting.
• In-depth knowledge of Windows and Linux operating systems.
• Experience with remote support tools and remote desktop technologies.
• Proven ability to diagnose and resolve complex technical issues.
• Excellent verbal and written communication skills.
• Strong analytical and critical thinking skills.
• Ability to work independently in a remote environment.
• Scripting knowledge (Python/PowerShell) is a plus.
• Relevant IT certifications (CompTIA, Microsoft, Cisco) desirable.
• Reliable internet connection and suitable home office setup.

Responsibilities

• Provide advanced technical support to escalated Tier 2 issues.
• Diagnose, troubleshoot, and resolve complex software and hardware problems.
• Document troubleshooting steps and customer interactions in the ticketing system.
• Collaborate with Tier 3, development, and engineering teams to resolve product issues.
• Develop and maintain technical documentation and knowledge bases.
• Identify trends and provide feedback to product teams for improvement.
• Assist in training and mentoring Tier 1 staff.
• Manage multiple support cases concurrently.
• Contribute to continuous improvement of support processes and workflows.
• Ensure high customer satisfaction with timely and effective assistance.

Skills

Technical support

Windows

Linux

Networking

Remote tools

Scripting (Python/PowerShell)

Communication

Certifications

Tools

Remote Desktop

Ticketing systems

Job description

About the Role

Our client, a fast-growing software company known for its cutting-edge solutions, is seeking a skilled Remote Technical Support Specialist (Tier 2) to join their dedicated support team. This role is fully remote, allowing you to work from anywhere in South Africa. You will be responsible for handling escalated technical issues, providing in-depth troubleshooting, and ensuring our clients receive timely and effective solutions. This is an excellent opportunity for an experienced IT professional to advance their career in a supportive, remote-first environment. You will collaborate with a talented team, contributing to the development of robust technical support processes and knowledge bases. If you possess strong analytical skills, a passion for technology, and a commitment to exceptional customer service, this role based out of the **Northern Cape**'s potential service region is for you.

Key Responsibilities

• Provide advanced technical support to customers, addressing complex software and hardware issues escalated from Tier 1.
• Diagnose, troubleshoot, and resolve technical problems using advanced diagnostic tools and techniques.
• Document all troubleshooting steps, resolutions, and customer interactions in the ticketing system.
• Collaborate with Tier 3 support, development, and engineering teams to resolve intricate product issues.
• Develop and maintain technical documentation, including knowledge base articles, user guides, and troubleshooting manuals.
• Identify trends in technical issues and provide feedback to product teams for improvement.
• Assist in training and mentoring Tier 1 support staff.
• Manage multiple support cases concurrently, prioritizing and resolving them effectively.
• Contribute to the continuous improvement of support processes and workflows.
• Ensure a high level of customer satisfaction by providing timely and effective technical assistance.

Requirements

• Minimum of 4 years of experience in technical support, with a strong focus on troubleshooting and problem-solving.
• In-depth knowledge of operating systems (Windows, Linux), networking protocols, and common software applications.
• Experience with remote support tools and remote desktop technologies.
• Proven ability to diagnose and resolve complex technical issues.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Strong analytical and critical thinking skills.
• Ability to work independently, manage time effectively, and thrive in a remote work environment.
• Experience with scripting languages (e.g., Python, PowerShell) is a plus.
• Relevant IT certifications (e.g., CompTIA, Microsoft, Cisco) are highly desirable.
• Must have a reliable internet connection and a suitable home office environment.

Benefits

• Fully remote position offering excellent work-life balance and flexibility.
• Competitive salary and opportunities for performance-based incentives.
• Comprehensive health and wellness benefits package.
• Retirement savings plan with company matching.
• Access to ongoing training, professional development, and certifications.
• Company-provided equipment or stipend for home office setup.
• Regular virtual team-building events and collaborative projects.
• Employee assistance program for personal and professional support.
• Opportunities for career advancement within a growing tech company.
• Work with a dynamic and supportive team in a remote-first culture.