Remote Technical Support Agent

Placements24; Mossel Bay; Hybrid; ZAR 180,000 - 280,000; Full time

Benefits offered by this job

Competitive pay

Remote work

Health coverage

Training opportunities

Supportive team

Job summary

Placements24 is seeking a skilled Remote Technical Support Agent to join its IT support team. The role is fully remote, serving Mossel Bay-based users with hardware, software, and network issues.

You will diagnose problems, guide users through solutions, and document steps for future reference. Candidates should have proven IT support experience, strong OS knowledge (Windows/macOS), familiarity with helpdesk tools, and remote support skills.

Qualifications

• Proven experience as a Technical Support Specialist or in a similar IT support role.
• Strong knowledge of operating systems (Windows, macOS), common software applications, and network protocols.
• Excellent troubleshooting skills and a methodical approach to problem-solving.
• Familiarity with remote support tools and helpdesk ticketing systems.
• Strong communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Relevant certifications (e.g., CompTIA A+, Network+) are highly desirable.

Responsibilities

• Provide technical support via phone, email, and remote desktop tools to end-users.
• Diagnose and resolve hardware, software, and network-related issues promptly.
• Escalate unresolved issues to senior technical staff or relevant departments with detailed documentation.
• Maintain accurate records of support requests, troubleshooting steps, and resolutions in the ticketing system.
• Create and update technical documentation and knowledge base articles for common issues.
• Proactively identify potential technical problems and offer preventative solutions.

Skills

Technical support

Windows

macOS

Remote tools

Ticketing systems

Communication

Tools

Remote Desktop

Helpdesk Ticketing

Network Tools

Job description

About the Role

Our client is looking for a skilled and patient Remote Technical Support Agent to join their IT support team, based remotely and serving customers from Mossel Bay . This position is critical for providing timely and effective technical assistance to users encountering hardware, software, or network issues. You will diagnose problems, guide users through step-by-step solutions, and ensure minimal disruption to their operations. As a fully remote role, you'll have the flexibility to work from home while being a key part of a collaborative team that values problem-solving and exceptional service delivery. This is an excellent opportunity for tech-savvy individuals passionate about resolving complex technical challenges for a diverse user base.

Key Responsibilities

• Provide technical support via phone, email, and remote desktop tools to end-users.
• Diagnose and resolve hardware, software, and network-related issues promptly.
• Escalate unresolved issues to senior technical staff or relevant departments with detailed documentation.
• Maintain accurate records of support requests, troubleshooting steps, and resolutions in the ticketing system.
• Create and update technical documentation and knowledge base articles for common issues.
• Proactively identify potential technical problems and offer preventative solutions.

Requirements

• Proven experience as a Technical Support Specialist or in a similar IT support role.
• Strong knowledge of operating systems (Windows, macOS), common software applications, and network protocols.
• Excellent troubleshooting skills and a methodical approach to problem-solving.
• Familiarity with remote support tools and helpdesk ticketing systems.
• Strong communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Relevant certifications (e.g., CompTIA A+, Network+) are highly desirable.

Benefits

• Competitive salary complemented by performance-based bonuses.
• Completely remote position, offering excellent work-life balance.
• Comprehensive health, dental, and vision insurance coverage.
• Opportunities for advanced technical training and certifications.
• A dynamic and supportive virtual team environment dedicated to IT excellence.