Remote IT Support Technician - Tier 2

Placements24; Stellenbosch; Hybrid; ZAR 320.000 - 460.000; Vollzeit

Benefits dieser Stelle

Fully remote

Professional development

Annual bonus

Health insurance

Retirement benefits

Zusammenfassung

Placements24 is seeking a highly skilled Remote IT Support Technician (Tier 2) to provide advanced technical assistance to employees globally. The role is fully remote, with options to work from Paarl, Western Cape, or anywhere in South Africa.

Responsibilities include diagnosing complex hardware, software, and network issues, maintaining AD, O365, and macOS compatibility, and documenting resolutions in the ticketing system. Strong communication and proactive problem-solving are essential.

Qualifikationen

• Requires a Bachelor's degree in IT, CS, or related field or equivalent experience.
• 3-5 years IT support experience, at least 2 years in a Tier 2 role.
• Strong knowledge of Windows 10/11 and macOS.
• Experience with AD, Office 365/Microsoft 365, and G Suite.
• Excellent communication and customer service skills.

Aufgaben

• Provide advanced remote IT support for escalated issues.
• Diagnose and resolve hardware, software, and network problems.
• Install and maintain desktop hardware, OS, and applications.
• Manage user accounts and access rights in Active Directory.
• Assist with deployment and management of mobile devices.
• Perform remote troubleshooting of network connectivity issues.
• Document activities and resolutions in the ticketing system.
• Collaborate with IT teams to resolve complex issues.
• Contribute to IT knowledge base and preventative measures.

Kenntnisse

Remote work

Customer service

Communication

Time management

Ausbildung

Bachelor's in IT/CS

Tools

Active Directory

Office 365

G Suite

Jobbeschreibung

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.