Remote Technical Support Engineer

Placements24; Durban; Hybrid; ZAR 350,000 - 650,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Fully remote position

Online learning access

Dynamic team environment

Job summary

Placements24 is seeking a skilled Remote Technical Support Engineer to join our distributed team serving clients in the Durban region and beyond. You will provide expert assistance, troubleshoot complex issues, and collaborate with engineering to identify root causes while maintaining high customer satisfaction in a fully remote setting.

The role requires strong OS and networking knowledge, scripting aptitude, and excellent communication.

Qualifications

• Minimum proven experience in advanced technical support roles.
• Strong knowledge of Windows, macOS, Linux and networking basics.
• Experience with scripting languages is a plus (Python, PowerShell).
• Excellent problem-solving and communication skills.

Responsibilities

• Provide advanced technical support and troubleshooting for clients via phone, email, and remote desktop tools.
• Diagnose and resolve complex software, hardware, and network issues.
• Document solutions and contribute to knowledge base articles.
• Collaborate with development teams to report bugs and suggest enhancements.
• Manage and prioritize support tickets to meet SLAs.
• Stay current with product updates and best practices in technical support.

Skills

Technical Support

OS Proficiency

Networking Basics

Python

PowerShell

Remote Communication

Independent Working

Job description

About the Role

Our client is seeking a skilled and dedicated Remote Technical Support Engineer to join their distributed team, providing expert assistance to users operating within the Durban region and beyond. This role is critical for maintaining client satisfaction by offering in-depth technical support and troubleshooting for complex issues. You will collaborate closely with engineering and product teams to identify root causes and implement lasting solutions, ensuring minimal disruption to user operations. This is an excellent opportunity for an experienced technical support professional who thrives in a remote work environment and is passionate about solving challenging technical problems.

Key Responsibilities

• Provide advanced technical support and troubleshooting for clients via phone, email, and remote desktop tools.
• Diagnose and resolve complex software, hardware, and network issues.
• Document technical solutions, create knowledge base articles, and contribute to support documentation.
• Collaborate with development teams to report bugs and suggest product enhancements based on customer feedback.
• Manage and prioritize support tickets, ensuring timely resolution within service level agreements (SLAs).
• Stay current with product updates and industry best practices in technical support.

Requirements

• Proven experience as a Technical Support Engineer or in a similar advanced support role.
• Strong understanding of operating systems (Windows, macOS, Linux), network protocols, and common software applications.
• Experience with scripting languages (e.g., Python, PowerShell) is a plus.
• Excellent analytical and problem-solving skills, with a methodical approach to diagnostics.
• Exceptional communication skills, with the ability to explain technical concepts to non-technical users.
• Comfortable working independently and collaboratively in a fully remote setting.

Benefits

• Competitive annual salary and potential bonuses.
• Comprehensive health, dental, and vision insurance.
• Fully remote position offering flexibility and work-life balance.
• Access to online learning platforms and professional development resources.
• A dynamic and supportive team environment focused on technical excellence.