Customer Support Technician

Placements24; Queenstown; Hybrid; NZD 60,000 - 78,000; Full time

Benefits offered by this job

Health insurance

Retirement savings options

Remote work flexibility

Training and certifications

Job summary

Placements24 is seeking a technically adept Customer Support Technician for a remote role serving clients across NZ. You will diagnose hardware/software issues, troubleshoot networks and guide users through technical solutions from your home office.

Ideal candidates have strong IT fundamentals, experience with Windows/macOS, TCP/IP, DNS/DHCP, and excellent communication. This role offers remote work flexibility and opportunities to advance technical expertise within a collaborative team.

Qualifications

• Proven experience as a Technical Support Technician or IT Support Specialist.
• Strong knowledge of computer hardware, Windows/macOS OS, and common software.
• Experience with network troubleshooting: TCP/IP, DNS, DHCP.
• Excellent problem-solving and diagnostic skills.
• Proficiency with remote support tools and ticketing systems.
• Strong communication and interpersonal skills to explain technical concepts clearly.
• Ability to work independently in a remote setting.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are assets.
• Must have reliable internet and a suitable home office.
• Must be based in or willing to work remotely from Queenstown, Eastern Cape.

Responsibilities

• Provide remote technical support for hardware, software, and network issues.
• Diagnose and resolve complex client problems promptly.
• Install, configure, and update software/hardware as needed.
• Guide clients through step-by-step solutions to ensure understanding.
• Maintain detailed records in the ticketing system.
• Develop and update technical documentation and knowledge base articles.
• Escalate unresolved issues to senior technicians with complete information.
• Monitor system performance and identify potential issues proactively.
• Collaborate with IT team to implement improvements and security measures.
• Ensure high customer satisfaction through efficient support.

Skills

Technical Support

IT Support

Hardware knowledge

Windows/macOS

Networking (TCP/IP DNS DHCP)

Problem solving

Remote support tools

Ticketing systems

Communication

Independent work

IT certifications

Home office setup

Remote work willingness

Tools

Remote support tools

Ticketing systems

Job description

About the Role

Our client, a leading provider of specialized IT solutions, is seeking a technically adept Customer Support Technician to join their remote team. This role is integral to providing high-level technical assistance to clients, ensuring the smooth operation and optimal performance of their IT systems. You will be responsible for diagnosing hardware and software issues, troubleshooting network problems, and guiding users through technical solutions. We are looking for a proactive, analytical, and resourceful individual with excellent communication skills and a passion for technology. This position offers the flexibility of remote work, allowing you to contribute your expertise from anywhere within Queenstown, Eastern Cape , or beyond. It's a prime opportunity to advance your technical support career with a company that values innovation and client success.

Key Responsibilities

• Provide technical support and troubleshooting for hardware, software, and network issues via remote access tools.
• Diagnose and resolve complex technical problems reported by clients in a timely manner.
• Install, configure, and update software and hardware as required.
• Guide clients through step-by-step solutions, ensuring clear understanding and resolution.
• Maintain detailed records of client interactions, technical issues, and resolutions in the ticketing system.
• Develop and update technical documentation, user guides, and knowledge base articles.
• Escalate unresolved issues to senior technicians or relevant departments, providing comprehensive information.
• Monitor system performance and identify potential issues proactively.
• Collaborate with the IT team to implement system improvements and security measures.
• Ensure high levels of customer satisfaction through efficient and effective technical support.

Requirements

• Proven experience as a Technical Support Technician, IT Support Specialist, or similar role.
• Strong knowledge of computer hardware, operating systems (Windows, macOS), and common software applications.
• Experience with network troubleshooting (TCP/IP, DNS, DHCP).
• Excellent problem-solving and diagnostic skills.
• Proficiency with remote support tools and ticketing systems.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and manage time effectively in a remote work setting.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are a strong asset.
• Must have a reliable internet connection and a suitable home office environment.
• Must be based in or willing to work remotely from Queenstown, Eastern Cape .

Benefits

• Our client offers a competitive salary package commensurate with experience, along with a comprehensive benefits program including health insurance and retirement savings options.
• This role is primarily remote, offering significant flexibility.
• You will be part of a collaborative IT team focused on delivering exceptional service from Queenstown, Eastern Cape (or remotely).
• We provide opportunities for professional growth through training and certifications.
• This is an excellent chance to work with a dynamic company and expand your technical expertise.
• Further details on the compensation and benefits will be provided during the interview process.