Remote Technical Support Engineer

Placements24; Stellenbosch; Hybrid; ZAR 420,000 - 600,000; Full time

Benefits offered by this job

Highly competitive salary and bonuses

Fully remote position with flexibility

Access to advanced tools and resources

Comprehensive health, dental, and visi

Professional development budget for培训

Job summary

Placements24 is seeking a skilled Remote Technical Support Engineer to join a fully remote engineering team. You will diagnose complex software and hardware issues, guide customers through advanced solutions, and contribute to improving support processes.

The role requires independent work, strong communication, and a commitment to ongoing training. You will engage with customers via phone, email, chat and video, and collaborate with product development to resolve recurring problems.

Qualifications

• Bachelor's degree in Computer Science, IT, or a related field.
• Equivalent practical experience accepted.
• Certifications such as CompTIA, Cisco, or Microsoft desirable.

Responsibilities

• Provide high-level technical support to customers via remote channels.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues.
• Document problems and solutions in the knowledge base.
• Escalate critical issues with detailed analysis.
• Collaborate with product teams to fix recurring issues.
• Develop and deliver technical training materials for customers and staff.

Skills

Remote work experience

Communication skills

Networking fundamentals

Troubleshooting complex problems

Technical training

Education

Bachelor's degree in Computer Science or IT

Tools

Knowledgebase tools

Remote support tools (SSH, RDP)

Job description

About the Role

Our client is seeking a skilled and dedicated Remote Technical Support Engineer to be part of their fully remote engineering team. This role is pivotal in providing advanced technical assistance and problem resolution for complex customer issues. You will leverage your expertise to diagnose software and hardware problems, guide customers through intricate solutions, and contribute to the continuous improvement of support processes. This is an excellent opportunity for an experienced engineer who thrives on solving challenging technical problems and excels in an independent, remote work environment.

Key Responsibilities

• Provide high-level technical support to customers via remote channels (phone, email, chat, video conferencing).
• Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.
• Document technical problems and solutions thoroughly in the knowledge base.
• Escalate critical issues to senior engineers or development teams with detailed analysis.
• Collaborate with product development teams to identify and resolve recurring technical issues.
• Develop and deliver technical training materials for customers and support staff.

Requirements

• Proven experience as a Technical Support Engineer or similar technical role, with a strong remote work history.
• In-depth knowledge of operating systems, networking protocols, and common software applications.
• Expertise in troubleshooting complex technical problems and providing effective solutions.
• Excellent communication and active listening skills, with the ability to explain technical concepts clearly.
• Relevant certifications (e.g., CompTIA, Cisco, Microsoft) are highly desirable.
• Bachelor's degree in Computer Science, IT, or a related field, or equivalent practical experience.

Benefits

• Highly competitive salary and performance bonuses.
• Fully remote position offering maximum flexibility and work-life balance.
• Access to advanced technical tools and resources for remote work.
• Comprehensive health, dental, and vision insurance plans.
• Generous professional development budget for certifications and training.