Fully Remote Technical Support Engineer - WhatJobs Direct

Placements24; Durban; Hybrid; ZAR 350,000 - 550,000; Full time

Benefits offered by this job

Home office setup allowance

Medical, dental, and vision coverage

Employee stock options program

Bonuses and recognition programs

Paid sick leave and vacation

Job summary

Placements24 is seeking a Fully Remote Technical Support Engineer to support a global customer base from Durban. You will resolve complex hardware, software, and network issues, and develop clear technical docs.

You will troubleshoot across Windows, macOS, and Linux, work with Zendesk and ServiceNow, and collaborate with engineering for product improvements. A proactive learner with strong communication is essential for remote success.

Qualifications

• Minimum 3–5 years in technical support or related IT role.
• Strong understanding of Windows, macOS, Linux, networking concepts.
• Excellent analytical and problem-solving abilities with a methodical approach.
• Superior communication and interpersonal skills to explain complex tech to non-technical users.
• Proven ability to work independently in a remote setting and manage time well.

Responsibilities

• Provide Tier 2 and Tier 3 technical support to customers via remote channels (phone, email, chat, video).
• Diagnose, troubleshoot, and resolve hardware, software, and network issues.
• Analyze system logs and user reports to identify root causes of problems.
• Develop and maintain technical documentation, FAQs, and knowledge base articles.
• Collaborate with engineering and product teams to report bugs and suggest improvements.
• Guide customers through step-by-step solutions for technical challenges.
• Manage and prioritize support tickets to ensure timely resolutions.
• Conduct remote training sessions on product usage and troubleshooting.
• Monitor system performance and identify issues before they impact users.
• Stay current with new technologies and best practices in technical support.

Skills

Tier 2/3 support

Windows/macOS/Linux

Networking TCP/IP DNS DHCP

Analytical problem solving

Strong communication

Remote work discipline

Education

CompTIA A+

CompTIA Network+

CCNA

Tools

Zendesk

ServiceNow

Job description

About the Role

Our client is seeking a skilled and dedicated Fully Remote Technical Support Engineer to join their innovative technology division. This is a unique opportunity to work entirely from home, supporting a global customer base from Durban, KwaZulu-Natal, ZA . You will be responsible for providing advanced technical assistance, troubleshooting complex issues, and ensuring the optimal performance of our client's cutting-edge products. This role demands a proactive problem-solver with a passion for technology and exceptional customer service skills. We are building a world-class remote support infrastructure and are looking for top talent to help us achieve it.

Key Responsibilities

• Provide Tier 2 and Tier 3 technical support to customers via remote channels (phone, email, chat, video conferencing).
• Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.
• Analyze system logs, error messages, and user reports to identify root causes of problems.
• Develop and maintain clear, concise technical documentation, including FAQs and knowledge base articles.
• Collaborate with engineering and product teams to report bugs and suggest product improvements.
• Guide customers through step-by-step solutions for technical challenges.
• Manage and prioritize support tickets, ensuring timely resolution and customer satisfaction.
• Conduct remote training sessions for customers on product usage and troubleshooting techniques.
• Monitor system performance and identify potential issues before they impact users.
• Stay abreast of new technologies and industry best practices in technical support.

Requirements

• Minimum of 3-5 years of experience in technical support or a related IT role.
• Strong understanding of operating systems (Windows, macOS, Linux), networking protocols (TCP/IP, DNS, DHCP), and common software applications.
• Excellent analytical and problem-solving skills with a methodical approach.
• Superior communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Proven ability to work independently, manage time effectively, and meet deadlines in a remote setting.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
• A dedicated home office environment with a stable internet connection is mandatory.
• Relevant IT certifications (e.g., CompTIA A+, Network+, CCNA) are highly desirable.
• Experience in cloud technologies (AWS, Azure, GCP) is a plus.
• A proactive mindset and a commitment to continuous learning and improvement.

Benefits

• An excellent annual salary of R .
• Full medical, dental, and vision coverage.
• Generous allowance for home office setup and maintenance.
• Opportunities for professional certifications and advanced training.
• A 401k retirement plan with company matching contributions.
• Paid sick leave and vacation time.
• Access to cutting-edge technology and software.
• Collaborative and supportive remote work culture.
• Employee stock options program.
• Performance-driven bonuses and recognition programs.