Remote IT Support Specialist - Tier 2

Placements24; Willows (CA); Remoto; USD 19.000 - 31.000; Tempo integral

Benefícios oferecidos por esta vaga

Remote work

Laptop provided

Home office stipend

Professional development

Resumo da vaga

Placements24 is seeking a highly capable Remote IT Support Specialist - Tier 2 to join our virtual support team. The role focuses on advanced troubleshooting, complex issue resolution, and secure access management for employees across departments.

You will diagnose, resolve escalated incidents, and contribute to knowledge resources while working remotely. A strong background in Windows/macOS, networking, and ITSM is required, with excellent communication and autonomous work skills.

Qualificações

• Minimum 3 years IT support experience, with a focus on Tier 2 escalation.
• Strong knowledge of Windows and macOS, and Microsoft Office applications.
• Experience with remote support and troubleshooting across diverse environments.
• Familiarity with ITSM processes and remote desktop tools.

Responsabilidades

• Provide advanced remote technical support for hardware, software, and network issues reported by end-users.
• Diagnose and resolve complex problems escalated from Tier 1, including server and application issues.
• Manage user accounts, permissions, and access rights across systems.
• Install, configure, and upgrade operating systems, software, and hardware components.
• Develop and maintain IT documentation, knowledge base articles, and SOPs.
• Monitor IT systems for performance and security, implementing proactive measures.
• Assist with IT project implementations, upgrades, and migrations.
• Provide remote training and guidance to end-users on IT best practices.

Conhecimentos

Remote support

Windows/macOS

Networking basics

ITSM tools

Formação

Ferramentas

Remote desktop tools

ITSM software

Descrição da vaga

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.