Remote IT Support Specialist (Tier 2)

Placements24; Gqeberha; Hybrid; ZAR 300,000 - 520,000; Full time

Benefits offered by this job

Competitive salary

Fully remote position

Medical aid and retirement fund

Online training and certification

Paid time off

Job summary

Placements24 is seeking a Remote IT Support Specialist (Tier 2) to join a fully remote team. You will diagnose and resolve complex IT issues for a diverse user base across locations, handling hardware, software, and network problems, and maintaining documentation.

The role requires at least 3 years in IT support, strong Windows/macOS skills, and proficiency with Microsoft 365, Active Directory, and G Suite, plus experience with TeamViewer, AnyDesk, and ConnectWise Control.

Qualifications

• 3+ years in IT support with at least 1 year in Tier 2 or similar
• Proficient in troubleshooting Windows and macOS
• Strong knowledge of Microsoft 365, Active Directory, and G Suite
• Experience with remote support tools
• Understanding of TCP/IP, DNS, DHCP, VPNs
• Excellent problem-solving and communication skills
• Ability to work autonomously in a remote setting
• Dedicated workspace with reliable internet
• Certifications such as CompTIA A+, Network+, or Microsoft are desirable

Responsibilities

• Provide advanced technical support to end-users via remote access, phone, and email
• Troubleshoot complex hardware, software, OS, and network issues
• Escalate unresolved issues to Tier 3 or vendor teams with documentation
• Perform remote system administration tasks (user accounts, software deployment, patch management)
• Assist with setup/configuration of new user hardware remotely
• Develop and maintain technical documentation and guides
• Monitor system performance and proactively identify issues
• Participate in IT projects with technical input
• Ensure compliance with IT policies and security practices
• Deliver exceptional customer service and user satisfaction
• Stay updated on new technologies to enhance support capabilities

Skills

Windows troubleshooting

macOS troubleshooting

Remote support

Customer service

Problem solving

Communication skills

Time management

Education

CompTIA A+

CompTIA Network+

Microsoft certifications

Tools

Microsoft 365

Active Directory

G Suite

TeamViewer

AnyDesk

ConnectWise Control

Job description

About the Role

Our client, a forward-thinking technology solutions provider, is looking for a dedicated Remote IT Support Specialist (Tier 2) to join their fully remote team. This position is ideal for a technically adept individual who excels at diagnosing and resolving complex IT issues for a diverse user base across various locations. You will be instrumental in providing advanced technical support, troubleshooting hardware, software, and network problems, and ensuring minimal disruption to end-user productivity. This role requires a proactive approach, excellent communication skills, and the ability to work autonomously in a remote setting. If you are passionate about technology and committed to delivering exceptional IT support, this is an outstanding opportunity based anywhere within South Africa , with no requirement to be in Port Elizabeth specifically.

Key Responsibilities

• Provide advanced technical support to end-users via remote access tools, phone, and email.
• Troubleshoot and resolve complex hardware, software, operating system, and network issues.
• Escalate unresolved issues to Tier 3 support or relevant vendor technical teams, providing detailed documentation.
• Perform remote system administration tasks, including user account management, software deployment, and patch management.
• Assist with the setup and configuration of new user hardware and software remotely.
• Develop and maintain clear, concise technical documentation, knowledge base articles, and troubleshooting guides.
• Monitor system performance and proactively identify potential issues.
• Participate in IT projects as assigned, contributing technical expertise.
• Ensure compliance with company IT policies and security best practices.
• Provide exceptional customer service, ensuring user satisfaction with IT support provided.
• Continuously learn about new technologies and stay updated on IT trends to enhance support capabilities.

Requirements

• A minimum of 3 years of experience in IT support, with at least 1 year in a Tier 2 or similar advanced support role.
• Proven expertise in troubleshooting Windows and macOS operating systems.
• Strong knowledge of Microsoft 365 suite, Active Directory, G Suite, and common business applications.
• Experience with remote support tools (e.g., TeamViewer, AnyDesk, ConnectWise Control).
• Understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs).
• Excellent problem-solving and analytical skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical issues clearly to non-technical users.
• Self-motivated, organized, and able to manage time effectively in a remote work environment.
• Ability to work independently with minimal supervision.
• A dedicated workspace with reliable high-speed internet connectivity.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are highly desirable.

Benefits

• Our client offers a highly competitive salary, tailored to your skills and experience, paid annually.
• As a fully remote position, you benefit from the flexibility and convenience of working from home.
• The company provides comprehensive medical aid and retirement fund benefits.
• Opportunities for professional growth include access to online training platforms, certification reimbursement, and participation in challenging IT projects.
• You will also receive generous paid time off, including annual leave and sick leave.
• Our client fosters a supportive and inclusive remote culture, valuing work-life balance and employee well-being.