Remote IT Support Specialist (Tier 2)

Placements24; Soweto; Hybrid; ZAR 220,000 - 360,000; Full time

Benefits offered by this job

Health Insurance

Remote-first culture

Professional development

Job summary

Placements24 is seeking a highly proficient Remote IT Support Specialist (Tier 2) to join our growing technical support team. You will resolve complex hardware, software, and network issues remotely, guide Tier 1 staff, and maintain a smooth IT infrastructure for clients across South Africa.

Ideal candidates have 3+ years in Tier 2 support, strong diagnostic skills, solid knowledge of Windows and macOS, and experience with Zendesk or Jira Service Management.

Qualifications

• 3+ years in a Tier 2 IT support or equivalent.
• Strong knowledge of Windows and macOS operating systems.
• Experience with Zendesk or Jira Service Management.

Responsibilities

• Provide Tier 2 technical support for hardware, software, and network issues.
• Diagnose, troubleshoot, and resolve escalated problems from Tier 1.
• Install, configure, and maintain operating systems and applications.
• Manage user accounts, permissions, and access.
• Perform remote system monitoring and identify potential issues.
• Document issues and solutions in the knowledge base.
• Assist with network troubleshooting and performance issues.
• Collaborate with Tier 3 support teams and vendors as needed.
• Mentor Tier 1 staff and contribute to IT support process improvements.
• Ensure SLAs are met and stay current with IT trends.

Skills

Windows OS

macOS

Networking basics

Remote desktop support

Ticketing systems

Communication skills

Troubleshooting

IT certifications

Education

CompTIA A+

Network+

Microsoft Certification

Tools

Zendesk

Jira Service Management

Remote Desktop Tools

G Suite

Office 365

Job description

About the Role

Our client is seeking a highly proficient and self-motivated Remote IT Support Specialist (Tier 2) to join their established and growing technical support department. This is a fully remote position, offering the flexibility to work from anywhere within South Africa. You will be responsible for providing advanced technical support to our diverse client base, addressing complex hardware, software, and network issues that cannot be resolved by Tier 1 support. This role requires excellent diagnostic skills, a deep understanding of IT systems, and the ability to communicate technical solutions clearly and effectively to users with varying levels of IT knowledge. You will play a critical role in maintaining client satisfaction and ensuring the smooth operation of their IT infrastructure from a remote-first perspective.

Key Responsibilities

• Provide Tier 2 technical support for a wide range of hardware, software, and network issues via phone, email, and remote desktop tools.
• Diagnose, troubleshoot, and resolve complex technical problems escalated from Tier 1 support.
• Install, configure, and maintain operating systems, applications, and hardware for end-users.
• Manage user accounts, permissions, and access to systems and applications.
• Perform remote system monitoring and proactively identify potential issues.
• Document technical issues, solutions, and procedures in a comprehensive knowledge base.
• Assist with network troubleshooting, including connectivity and performance issues.
• Collaborate with Tier 3 support teams and external vendors for resolution of complex issues.
• Provide guidance and mentorship to Tier 1 support staff when needed.
• Contribute to the continuous improvement of IT support processes and documentation.
• Ensure timely and effective resolution of all support tickets, meeting service level agreements (SLAs).
• Stay up-to-date with the latest IT trends, technologies, and best practices.

Requirements

Proven experience as an IT Support Specialist, preferably with at least 3 years in a Tier 2 or equivalent role. In-depth knowledge of Windows and macOS operating systems. Experience with common business applications (e.g., Microsoft Office Suite, G Suite, common ERP/CRM systems). Strong understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs). Proficiency in remote desktop support tools and ticketing systems (e.g., Zendesk, Jira Service Management). Excellent diagnostic and problem-solving skills. Superb communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. Ability to work independently, manage time effectively, and prioritize tasks in a remote setting. Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are highly advantageous. A dedicated and reliable internet connection is mandatory for this remote role. Flexibility to adapt to evolving technological landscapes and support requirements.

Benefits

This fully remote role offers unparalleled flexibility and the opportunity to work from home across South Africa. Our client provides a competitive salary commensurate with experience, along with comprehensive benefits including health insurance, and opportunities for professional development and advanced IT certifications. You will be part of a forward-thinking company that embraces a remote-first culture, fostering collaboration and innovation through digital platforms. We invest in our employees' growth, offering pathways for career advancement within our expanding IT department. Enjoy a great work-life balance and contribute to a dynamic team from the comfort of your own home. Join us and be at the forefront of remote IT support excellence.