Field Service Technician (Remote Support)

Placements24; Pietermaritzburg; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Competitive salary and incentives

Work from home office

Cutting-edge remote support tech

Ongoing training and professional发展

Job summary

Placements24 is seeking a dedicated Field Service Technician to join a distributed support team in a remote capacity. You will be the frontline for clients, using remote tools to diagnose, troubleshoot, and resolve issues without on-site visits.

You will guide customers through step-by-step troubleshooting via phone, email, and video, document all interactions in the CRM, and escalate complex problems to senior staff. The role offers remote work from home and ongoing training.

Qualifications

• Proven experience as Field Service Technician or remote tech support.
• Proficiency with diagnostic tools, remote desktop software, and various OS.
• Strong understanding of mechanical, electrical, or software systems relevant to the installation and maintenance industry.
• Excellent communication to explain technical concepts clearly and patiently to non-technical users.
• High school diploma; technical certifications or vocational training are a plus.
• Ability to work independently and manage time effectively in a remote setting.

Responsibilities

• Provide remote technical support and troubleshooting for installed equipment.
• Utilize diagnostic software and remote access tools to identify and resolve issues.
• Guide customers through step-by-step troubleshooting procedures via phone, email, and video conferencing.
• Document all support interactions, including issues identified, steps taken, and resolutions in the CRM.
• Escalate complex technical problems to senior staff or engineering teams with detailed information.
• Contribute to the knowledge base by documenting common issues and their solutions.

Skills

Field service experience

Diagnostic tools

Remote desktop

Operating systems

Education

High school diploma

Tools

CRM software

Diagnostic software

Job description

About the Role

Our client seeks a dedicated Field Service Technician to join their distributed support team, focusing on remote diagnostics and customer guidance. In this pivotal role, you will be the frontline support for clients experiencing issues with our installed systems, utilizing advanced remote tools to troubleshoot, diagnose, and resolve problems without physical site visits. This position offers a unique opportunity to leverage your technical expertise in a fully remote capacity, contributing to efficient service delivery and high customer satisfaction across various geographical locations. You will be an integral part of a team committed to innovation and seamless customer support, operating within a dynamic and collaborative online environment.

Key Responsibilities

• Provide remote technical support and troubleshooting for a range of installed equipment and systems.
• Utilize diagnostic software and remote access tools to identify and resolve hardware and software issues.
• Guide customers through step-by-step troubleshooting procedures via phone, email, and video conferencing.
• Document all support interactions, including issues identified, steps taken, and resolutions achieved, in the CRM system.
• Escalate complex technical problems to senior support staff or engineering teams when necessary, providing detailed information for effective resolution.
• Contribute to the knowledge base by documenting common issues and their solutions for internal and external use.

Requirements

• Proven experience as a Field Service Technician or in a similar remote technical support role.
• Proficiency with diagnostic tools , remote desktop software, and various operating systems.
• Strong understanding of mechanical, electrical, or software systems relevant to the installation and maintenance industry.
• Excellent communication skills , with the ability to explain technical concepts clearly and patiently to non-technical users.
• High school diploma or equivalent; technical certifications or vocational training are a plus.
• Ability to work independently and manage time effectively in a remote setting.

Benefits

• Competitive salary and performance-based incentives.
• Opportunity to work from the comfort of your home office.
• Access to cutting-edge remote support technologies.
• Ongoing training and professional development opportunities.
• Contribution to a global service team supporting critical infrastructure.