Remote Technical Support Engineer

Placements24; Mtubatuba Local Municipality; Hybrid; ZAR 300,000 - 480,000; Full time

Benefits offered by this job

Remote work

Home office stipend

Health benefits

Learning support

Flexible schedule

Job summary

Placements24 is seeking a highly skilled Remote Technical Support Engineer to join a globally distributed team. You will diagnose and resolve issues remotely from Richards Bay, communicating clearly with customers and documenting steps in the CRM.

You will work independently, manage your caseload, and escalate complex issues as needed in a supportive remote environment. A strong IT foundation and certifications are advantageous.

Qualifications

• Experience in technical support or field service, preferably remote.
• Strong networking and IT infrastructure knowledge.
• Excellent verbal and written communication and ability to explain technical concepts.
• Experience with remote support tools and ticketing systems.

Responsibilities

• Provide remote technical support for hardware, software, and connectivity issues.
• Guide customers through installation, configuration, and operational steps.
• Document all interactions and resolutions in the CRM system.
• Escalate complex issues to higher-level teams with context.
• Contribute to knowledge base with articles and guides.
• Maintain high customer satisfaction with timely issue resolution.

Skills

Technical support

Networking

Operating systems

Remote access tools

Communication

Time management

Education

Technical certifications or IT degree

Tools

CRM system

Ticketing systems

Remote support tools

Job description

About the Role

Our client is seeking a highly skilled Remote Technical Support Engineer to join their globally distributed team, supporting clients remotely from Richards Bay . You will be the primary point of contact for customers experiencing technical issues with their installed systems, providing expert troubleshooting and resolution via phone, email, and remote access tools. This role is crucial for maintaining customer satisfaction and ensuring the uptime of critical systems, demanding excellent communication skills and deep technical expertise in the Installation & Maintenance domain. You will work independently, managing your caseload and escalating complex issues when necessary, all within a supportive remote work environment.

Key Responsibilities

• Provide remote technical support, diagnosing and resolving hardware, software, and connectivity issues for installed products.
• Guide customers through step-by-step solutions for installation, configuration, and operational problems.
• Document all support interactions, troubleshooting steps, and resolutions accurately in the CRM system.
• Escalate unresolved issues to higher-level support or engineering teams, providing detailed context.
• Contribute to the knowledge base by creating and updating technical articles and troubleshooting guides.
• Maintain a high level of customer satisfaction through effective communication and timely issue resolution.

Requirements

• Proven experience in a technical support or field service role, preferably with remote capabilities.
• Strong understanding of networking, operating systems, and common IT infrastructure.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency with remote support tools and ticketing systems.
• Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
• Technical certifications or a degree in a related field are a plus.

Benefits

• Competitive salary with remote work flexibility.
• Opportunity to work with cutting-edge technology from home.
• Comprehensive health and wellness benefits package.
• Allowance for home office setup and internet connectivity.
• Continuous learning opportunities and professional development support.