Remote IT Support Specialist - Tier 2

Placements24; United States; Remote; USD 25,000 - 40,000; Full time

Benefits offered by this job

Fully remote work environment

Flexible hours

Laptop provided

Software licenses

Home office setup stipend

Job summary

Placements24 is seeking a highly proficient Remote IT Support Specialist - Tier 2 for a rapidly expanding international technology firm. This fully remote role supports employees across departments from anywhere, including South Africa.

You will diagnose and resolve complex issues beyond Tier 1, manage user access, install OS and software, and document procedures. Strong knowledge of Windows/macOS, networks, VPNs, and ITSM tools is required.

Qualifications

• 3+ years in IT support with remote delivery.
• Strong knowledge of Windows and macOS.
• Experience with VPNs, DNS, and DHCP.
• Proficient in ITSM ticketing systems.

Responsibilities

• Provide advanced remote technical support for hardware, software, and network issues.
• Resolve escalated Tier 1 problems including servers and applications.
• Manage user accounts and access rights across systems.
• Install and configure operating systems and software.
• Develop IT documentation and SOPs.
• Monitor systems for performance and security threats.
• Support IT project implementations, upgrades and migrations.
• Provide remote training on IT best practices.
• Collaborate with IT teams and vendors to resolve issues.
• Ensure compliance with IT policies and security standards.

Skills

Remote IT Support

Tier 2

Windows

macOS

Networking TCP/IP

DNS/DHCP

VPN

ITSM Software

Communication

Independent work

Tools

Remote Desktop Tools

ITSM Software

Job description

About the Role

Our client, a rapidly expanding international technology firm, is seeking a highly proficient and self-motivated Remote IT Support Specialist - Tier 2 to join their virtual support team. This position is crucial for providing advanced technical assistance and problem resolution to employees across various departments, all managed remotely. The ideal candidate will possess a deep understanding of IT infrastructure, network protocols, and a wide array of software applications. You will be responsible for diagnosing and resolving complex technical issues that cannot be addressed by Tier 1 support, ensuring minimal disruption to business operations. This is a fully remote role, offering the flexibility to work from anywhere within South Africa, demanding excellent communication skills and the ability to work autonomously.

Key Responsibilities

• Provide advanced technical support and troubleshooting for hardware, software, and network issues reported by end-users remotely.
• Diagnose and resolve complex problems escalated from Tier 1 support, including server, network, and application issues.
• Manage user accounts, permissions, and access rights across various systems.
• Install, configure, and upgrade operating systems, software applications, and hardware components.
• Develop and maintain IT documentation, including knowledge base articles, troubleshooting guides, and standard operating procedures.
• Monitor IT systems for performance issues and security threats, implementing proactive solutions.
• Assist with IT project implementations, upgrades, and migrations.
• Provide remote training and guidance to end-users on IT best practices and new technologies.
• Collaborate with other IT teams and vendors to resolve technical issues efficiently.
• Ensure compliance with company IT policies and security standards.

Requirements

• Proven experience as an IT Support Specialist or in a similar technical support role, with a strong emphasis on remote support.
• Minimum of 3 years of experience in IT support, with at least 1 year in a Tier 2 capacity.
• In-depth knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common business applications.
• Strong understanding of network concepts (TCP/IP, DNS, DHCP, VPN) and troubleshooting.
• Experience with remote desktop tools and IT service management (ITSM) software.
• Excellent analytical and problem-solving skills.
• Superb written and verbal communication skills, with the ability to explain technical concepts clearly.
• Demonstrated ability to work independently, manage priorities, and meet deadlines in a remote setting.
• A stable internet connection and a dedicated home office setup are required.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are advantageous.

Benefits

• Competitive annual salary of R, commensurate with experience.
• Fully remote work environment with flexible working hours.
• Opportunities for professional development, training, and certifications.
• Company-provided laptop and essential software licenses.
• Contribution towards home office setup and internet costs.
• A dynamic and supportive virtual team culture.
• Regular performance reviews and potential for career advancement within the IT department.