Remote IT Support Specialist (Tier 2)

Placements24; Klerksdorp; Hybrid; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Health insurance

Retirement contributions

Paid time off

Home office stipend

Job summary

Placements24 invites applications for a Remote IT Support Specialist (Tier 2). You will resolve escalated issues across Windows, macOS and Linux, handling hardware, software, and network problems for a global user base in a fully remote role.

You will work with Tier 1, document knowledge base, manage Active Directory and MS 365, and collaborate with IT teams across time zones. A strong bug-tracking habit, excellent communication, and self-motivation are essential for success.

Qualifications

• 3+ years in a Tier 2 IT support role.
• Proficient with Windows, macOS and basic Linux.
• Experience with AD, M365 and business apps.

Responsibilities

• Provide advanced technical support for hardware, software, OS, and network issues.
• Resolve escalated tickets within SLAs.
• Diagnose and repair desktops, laptops, printers, and mobile devices.
• Assist with installation, configuration, and maintenance of business apps.
• Manage user accounts and access rights in AD and related systems.
• Document resolutions and update knowledge base.
• Collaborate with network and systems teams to resolve issues.
• Identify and suggest improvements to prevent incidents.
• Train Tier 1 staff on common issues.
• Stay updated with IT trends and best practices.

Skills

Windows/macOS/Linux

Active Directory

Microsoft 365

Networking

Remote support tools

Ticketing systems

Troubleshooting

Communication

Time management

Education

Bachelor’s degree in IT

CompTIA A+

Network+

MCSA

Tools

ServiceNow

Jira Service Management

Job description

About the Role

Our client, a leading international technology firm, is seeking a highly competent Remote IT Support Specialist (Tier 2) to provide exceptional technical assistance to its global user base. This is a fully remote position, allowing you to work from the comfort of your home office. You will be the primary point of contact for resolving complex IT issues that have been escalated from Tier 1 support. This role demands a deep understanding of various hardware, software, and network systems, coupled with excellent troubleshooting and communication skills. You will be instrumental in ensuring the smooth operation of our client's IT infrastructure, supporting employees across different time zones and ensuring minimal disruption to productivity. The ideal candidate is self-motivated, possesses a strong sense of urgency, and thrives in a remote work environment. We are looking for individuals who are passionate about technology and dedicated to providing outstanding end-user support, no matter where they are located.

Key Responsibilities

• Provide advanced technical support and troubleshooting for hardware, software, operating systems (Windows, macOS, Linux), and network connectivity issues.
• Resolve escalated IT support tickets efficiently and effectively, ensuring timely resolution within defined SLAs.
• Diagnose and repair complex technical problems related to desktops, laptops, printers, mobile devices, and peripherals.
• Assist users with the installation, configuration, and maintenance of various business applications and productivity software.
• Manage user accounts, permissions, and access rights within Active Directory and other relevant systems.
• Document all support activities, resolutions, and knowledge base articles for future reference.
• Collaborate with other IT teams (e.g., network administrators, system engineers) to resolve complex issues.
• Proactively identify potential IT issues and recommend solutions to improve system performance and user experience.
• Provide guidance and training to Tier 1 support staff on common or complex issues.
• Stay up-to-date with the latest technology trends and IT support best practices.

Requirements

• Proven experience as an IT Support Specialist or similar role, with at least 3 years of experience in a Tier 2 support capacity.
• In-depth knowledge of Windows, macOS, and basic Linux operating systems.
• Experience with Active Directory, Microsoft 365 suite, and common business applications.
• Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Excellent troubleshooting skills for hardware, software, and network-related issues.
• Experience with remote support tools and ticketing systems (e.g., ServiceNow, Jira Service Management).
• Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
• Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• A dedicated home office setup with reliable high-speed internet connectivity.
• Relevant IT certifications (e.g., CompTIA A+, Network+, MCSA) are a strong asset.

Benefits

• This role offers a competitive annual salary and the flexibility of a fully remote work arrangement.
• Our client provides a comprehensive benefits package, including health insurance, retirement contributions, and paid time off.
• Opportunities for professional development, certifications, and career advancement within the IT department are readily available.
• Employees receive a stipend for home office setup and internet expenses.
• Join a forward-thinking company that values innovation, collaboration, and work-life balance.
• Be part of a global team dedicated to technological excellence and seamless user support.