Remote Technical Support Engineer

Placements24; Pretoria; Hybrid; ZAR 480,000 - 600,000; Full time

Benefits offered by this job

Home-office allowance

Equipment provided

Flexible hours

Job summary

Placements24 is seeking a highly skilled Remote Technical Support Engineer to provide advanced troubleshooting for complex hardware, software, and network configurations. Working entirely remotely, you will support a global client base and ensure seamless operation of sophisticated systems from your home office.

You will diagnose issues, document solutions, mentor junior staff, and collaborate with engineering teams to drive product improvements.

Qualifications

• Minimum of 5 years in technical support or engineering for complex systems.
• Experience with remote troubleshooting and support tools.
• Excellent written and verbal communication skills.

Responsibilities

• Provide high-level remote technical support for complex hardware and software.
• Perform diagnostics and analyze system performance data.
• Collaborate with engineering to identify root causes and drive improvements.
• Create and maintain technical documentation and guides.
• Mentor junior staff and contribute to best practices.
• Manage support tickets and meet SLAs.

Skills

Remote support

Troubleshooting

Networking

Script/Programming basics

Documentation

Tools

CRM systems

Remote diagnostics tools

Job description

About the Role

Our client is looking for a highly skilled Remote Technical Support Engineer to provide advanced troubleshooting and support for their cutting-edge technological solutions. Operating entirely remotely, you will be instrumental in resolving complex technical issues for a global client base, ensuring the seamless operation of sophisticated systems. This role demands exceptional analytical abilities, deep technical knowledge, and superb communication skills to guide users and collaborate with internal teams. You will be at the forefront of supporting our client's commitment to innovation and customer success, working from your home office to deliver unparalleled technical expertise in the installation and maintenance domain.

Key Responsibilities

• Provide high-level technical support and problem resolution for complex hardware and software issues via remote channels.
• Conduct in-depth diagnostics, analyze system performance data, and develop effective solutions.
• Collaborate with engineering and product teams to identify root causes of recurring issues and advocate for product improvements.
• Create and maintain comprehensive technical documentation, including knowledge base articles, troubleshooting guides, and user manuals.
• Mentor junior support staff and contribute to the development of support best practices.
• Manage and prioritize support tickets, ensuring timely and efficient resolution according to service level agreements (SLAs).

Requirements

• Minimum of 5 years of experience in technical support or engineering, with a focus on complex systems and remote problem-solving.
• Expertise in diagnosing and resolving issues related to hardware, software, and network configurations relevant to installation and maintenance .
• Strong analytical and critical thinking skills, with the ability to dissect intricate technical challenges.
• Excellent written and verbal communication skills, adept at conveying technical information clearly and concisely.
• Experience with remote support tools, CRM systems, and scripting/programming languages is highly desirable.

Benefits

• Generous annual salary with potential for performance bonuses.
• Comprehensive medical, dental, and vision insurance coverage.
• Fully remote position with flexibility in work hours.
• Company-provided equipment and a monthly allowance for home office expenses.
• Access to continuous training and development programs to enhance technical expertise, supporting your career growth from Pretoria .