Remote Support Specialist - Network Infrastructure

Placements24; Centurion; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Fully remote work

Competitive salary

Health, dental, and vision insurance

Job summary

Placements24 is seeking a highly motivated Remote Support Specialist for a premier network solutions provider. This fully remote role supports clients across South Africa from a home office, handling first-line technical assistance and incident resolution for complex network infrastructures.

You will work with tools like SolarWinds and Nagios, coordinate with senior engineers, and document resolutions in the ticketing system.

Qualifications

• Proven experience in technical support or network operations, preferably remote.
• Deep knowledge of TCP/IP, DNS, DHCP, routing (OSPF/BGP) and VPN.
• Experience with SolarWinds, Nagios and ticketing systems (Jira, ServiceNow).
• Strong communication and ability to explain technical concepts to non-technical users.

Responsibilities

• Provide first-level technical support to clients via phone, email, and chat for network-related issues.
• Monitor client network performance using remote management tools and proactively address potential problems.
• Diagnose and troubleshoot connectivity, performance, and security issues across various network devices (routers, switches, firewalls).
• Assist clients with configuration, setup, and maintenance of network equipment.
• Escalate unresolved issues to senior support teams or specialized engineers with detailed documentation.
• Maintain accurate and comprehensive records of support interactions and resolutions in the ticketing system.
• Develop and update knowledge base articles and troubleshooting guides for internal and external use.
• Stay current with industry trends, new technologies, and best practices in network support.
• Adhere to service level agreements (SLAs) and ensure timely resolution of client issues.
• Participate in team meetings and contribute to continuous improvement initiatives for the support department.

Skills

TCP/IP knowledge

Network troubleshooting

Strong communication

Remote work experience

DNS/DHCP

Education

High school diploma or equivalent

CCNA or CompTIA Network+ preferred

Tools

SolarWinds

Nagios

Jira

ServiceNow

VPN technologies

Job description

About the Role

Our client, a premier provider of enterprise network solutions, is seeking a highly motivated and experienced Remote Support Specialist to join their expanding operations. This role is entirely remote, offering the flexibility to work from anywhere within South Africa. You will be the first line of defense in providing technical assistance and resolving issues for clients' network infrastructures. This position requires exceptional problem-solving skills, deep knowledge of network protocols and hardware, and the ability to communicate complex technical information clearly and concisely. As a Remote Support Specialist , you will be instrumental in maintaining the uptime and performance of our clients' critical network systems. You will work collaboratively with a team of dedicated professionals, leveraging remote monitoring tools and diagnostic software to ensure client satisfaction. We are looking for a self-starter who is passionate about technology and dedicated to providing outstanding remote support, contributing significantly to the client's success from their home office. This role is essential for upholding our reputation for excellent service delivery.

Key Responsibilities

• Provide first-level technical support to clients via phone, email, and chat for network-related issues.
• Monitor client network performance using remote management tools and proactively address potential problems.
• Diagnose and troubleshoot connectivity, performance, and security issues across various network devices (routers, switches, firewalls).
• Assist clients with configuration, setup, and maintenance of network equipment.
• Escalate unresolved issues to senior support teams or specialized engineers with detailed documentation.
• Maintain accurate and comprehensive records of support interactions and resolutions in the ticketing system.
• Develop and update knowledge base articles and troubleshooting guides for internal and external use.
• Stay current with industry trends, new technologies, and best practices in network support.
• Adhere to service level agreements (SLAs) and ensure timely resolution of client issues.
• Participate in team meetings and contribute to continuous improvement initiatives for the support department.

Requirements

• Proven experience in a technical support or network operations role, preferably in a remote capacity.
• In-depth knowledge of TCP/IP, DNS, DHCP, routing protocols (e.g., OSPF, BGP), and VPN technologies.
• Experience with network monitoring tools (e.g., SolarWinds, Nagios) and ticketing systems (e.g., Jira, ServiceNow).
• Familiarity with various network hardware vendors (e.g., Cisco, Juniper, HP).
• Excellent diagnostic and troubleshooting skills with a logical approach.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently, manage time effectively, and maintain focus in a remote work environment.
• High school diploma or equivalent; relevant certifications (e.g., CompTIA Network+, CCNA) are highly desirable.
• Reliable high-speed internet connection and a dedicated, distraction-free home office setup.
• Team player mentality with a commitment to customer satisfaction.

Benefits

• Fully remote work arrangement, offering work-life balance and flexibility.
• Competitive annual salary and potential for performance bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with employer matching contributions.
• Generous paid time off and company holidays.
• Opportunities for professional development, certifications, and continuous learning.
• Access to cutting-edge remote support technologies and collaboration tools.
• Company-provided equipment or stipend for home office setup.
• Employee assistance program for well-being support.
• Regular virtual team-building activities and social events.