Remote IT Support Technician - Tier 2

Placements24; South Africa; Remote; ZAR 350,000 - 650,000; Full time

Benefits offered by this job

Fully remote position

Annual performance bonuses

Comprehensive health insurance

retirement benefits

Job summary

Placements24 is seeking a highly skilled Remote IT Support Technician (Tier 2) to provide advanced technical assistance to employees globally. This fully remote role offers flexibility and the chance to work from anywhere in South Africa, including Paarl, Western Cape.

You will resolve complex hardware, software, and network issues beyond Tier 1 support, ensuring minimal disruption to user productivity. As a key member of the IT team, you will diagnose problems, implement solutions, document

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent practical experience.
• Minimum of 3-5 years IT support experience, with at least 2 years in a Tier 2 or equivalent role.
• Strong knowledge of Windows operating systems (Windows 10/11) and macOS.
• Experience with Active Directory, Office 365/Microsoft 365 administration, and G Suite.
• Proficiency in troubleshooting network issues (TCP/IP, DNS, DHCP, VPN).
• Experience with hardware diagnostics and repair.
• Excellent communication, interpersonal, and customer service skills.
• Ability to work independently and manage time effectively in a remote environment.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator are highly desirable.
• Willingness to be available for occasional after-hours support if required.

Responsibilities

• Provide advanced technical support to end-users, resolving escalated hardware, software, and network issues.
• Diagnose and troubleshoot complex system problems, including server and workstation malfunctions.
• Install, configure, and maintain desktop hardware, operating systems, and standard business applications.
• Manage user accounts, permissions, and access rights within the Active Directory environment.
• Assist with the deployment and management of mobile devices and associated applications.
• Perform remote troubleshooting of network connectivity issues.
• Document all support activities, resolutions, and user feedback in the ticketing system.
• Collaborate with other IT teams to ensure timely resolution of complex issues.
• Contribute to the development and improvement of IT support knowledge base articles.
• Proactively identify potential IT issues and recommend preventative measures.

Skills

Windows 10/11

macOS

Active Directory

Office 365 / Microsoft 365

G Suite

Networking (TCP/IP, DNS, DHCP, VPN)

Hardware diagnostics & repair

Communication & customer service

Remote work / independent work

Problem solving

Education

Bachelor's degree in IT / Computer Science or related field

Tools

Ticketing system

Remote management tools

Office 365 Admin

Job description

About the Role

Our client is seeking a highly skilled and experienced Remote IT Support Technician (Tier 2) to provide advanced technical assistance to their employees globally. While the company has a physical presence, this role is fully remote, offering flexibility and the opportunity to work from Paarl, Western Cape, or any suitable location in South Africa. You will be responsible for resolving complex hardware, software, and network issues that cannot be addressed by the Tier 1 support team. This includes diagnosing problems, implementing solutions, and ensuring minimal disruption to user productivity. As a key member of the IT support infrastructure, you will contribute to maintaining the efficiency and reliability of our client's technology systems. This role requires exceptional problem-solving skills, a proactive attitude, and the ability to communicate technical information clearly to non-technical users. Join our client in enhancing their IT support capabilities through expert remote assistance.

Key Responsibilities

• Provide advanced technical support to end-users, resolving escalated hardware, software, and network issues.
• Diagnose and troubleshoot complex system problems, including server and workstation malfunctions.
• Install, configure, and maintain desktop hardware, operating systems, and standard business applications.
• Manage user accounts, permissions, and access rights within the Active Directory environment.
• Assist with the deployment and management of mobile devices and associated applications.
• Perform remote troubleshooting of network connectivity issues.
• Document all support activities, resolutions, and user feedback in the ticketing system.
• Collaborate with other IT teams to ensure timely resolution of complex issues.
• Contribute to the development and improvement of IT support knowledge base articles.
• Proactively identify potential IT issues and recommend preventative measures.

Requirements

• A Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Minimum of 3-5 years of experience in IT support, with at least 2 years in a Tier 2 or equivalent role.
• Strong knowledge of Windows operating systems (Windows 10/11) and macOS.
• Experience with Active Directory, Office 365/Microsoft 365 administration, and G Suite.
• Proficiency in troubleshooting network issues (TCP/IP, DNS, DHCP, VPN).
• Experience with hardware diagnostics and repair.
• Excellent communication, interpersonal, and customer service skills.
• Ability to work independently and manage time effectively in a remote environment.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator are highly desirable.
• Willingness to be available for occasional after-hours support if required.

Benefits

• An attractive annual salary of R , commensurate with experience and skills.
• Fully remote position, offering significant flexibility and work-life balance.
• Opportunities for professional development, certifications, and training.
• Access to cutting-edge IT support tools and technologies.
• Annual performance bonuses.
• Comprehensive health insurance and retirement benefits.