Remote IT Support Specialist - Tier 2/3

Placements24; Klerksdorp; Hybrid; ZAR 400,000 - 650,000; Full time

Benefits offered by this job

Health, dental & vision insurance

Paid time off & holidays

Professional development budget

Remote work tools & support

Global IT team collaboration

Job summary

Placements24 is seeking a skilled Remote IT Support Specialist (Tier 2/3) to join a distributed support team for an international client. This fully remote role requires diagnosing and resolving complex hardware, software, and network issues for a global user base.

The ideal candidate has 4+ years in IT support, experience with Windows/macOS, AD/Azure AD, and strong remote communication skills, and can work autonomously in a remote environment while delivering timely solutions.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field or equivalent work experience.
• Minimum of 4 years of IT support experience, with at least 2 years in Tier 2/3.
• Experience troubleshooting Windows and macOS and common business apps (Office 365, G Suite).
• Solid networking knowledge (TCP/IP, DNS, DHCP, VPN).
• Experience with Active Directory/Azure AD or similar directory services.

Responsibilities

• Provide advanced remote support (Tier 2/3) to end-users via phone, email, and remote tools.
• Diagnose and resolve complex hardware, software, OS, and network issues.
• Escalate unresolved issues to Tier 3 teams or vendors with detailed documentation.
• Install, configure, and troubleshoot desktop hardware and software.
• Manage user accounts, permissions, and access controls.
• Develop and maintain IT support documentation and guides.
• Participate in IT projects and system upgrades.
• Monitor performance and preempt issues to maintain SLAs.

Skills

Tier 2/3 support

Windows/macOS

Networking basics

AD/Azure AD

Remote support tools

Ticketing systems

Strong communication

Independent work

Education

Bachelor's degree in IT

Tools

Remote desktop tools

Office/Google Workspace

Job description

About the Role

Our client, a dynamic and growing international corporation, is seeking a skilled Remote IT Support Specialist (Tier 2/3) to join their distributed support team. This is a fully remote position, allowing you to work from your chosen location. You will be responsible for providing advanced technical support to internal users, resolving complex hardware, software, and network issues that cannot be addressed by Tier 1 support. The ideal candidate is a patient problem-solver with a comprehensive understanding of IT systems and exceptional remote communication skills. This role is critical in ensuring the productivity and satisfaction of our client's global workforce by delivering timely and effective technical solutions.

Key Responsibilities

• Provide advanced technical support (Tier 2/3) to end-users remotely via phone, email, and remote desktop tools.
• Diagnose and resolve complex hardware, software, operating system, and network connectivity issues.
• Escalate unresolved issues to appropriate Tier 3 support teams or vendors, providing detailed documentation.
• Install, configure, and troubleshoot desktop hardware, software applications, and operating systems.
• Manage user accounts, permissions, and access to various IT systems.
• Develop and maintain IT support documentation, knowledge base articles, and troubleshooting guides.
• Participate in IT projects, such as system upgrades or rollouts, as required.
• Monitor system performance and identify potential issues before they impact users.
• Ensure timely and effective resolution of IT support tickets, meeting or exceeding service level agreements (SLAs).

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 4 years of experience in IT support, with at least 2 years in a Tier 2/3 role.
• Proven experience troubleshooting Windows and macOS environments, as well as common business applications (e.g., Microsoft Office Suite, G Suite).
• Solid understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with Active Directory, Azure AD, or similar directory services.
• Proficiency in using remote support tools and ticketing systems.
• Excellent analytical and problem-solving skills.
• Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and manage time effectively in a remote environment.
• IT certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.

Benefits

• Highly competitive annual salary of R , reflecting your expertise.
• Fully remote work opportunity, offering flexibility and work-life balance.
• Comprehensive health, dental, and vision insurance coverage.
• Paid time off and company holidays.
• Budget for professional development and certifications.
• Access to cutting-edge technology and remote work tools.
• Opportunity to be part of a global, collaborative IT team.
• Work on diverse and challenging technical issues for an international client.