Remote Technical Support Engineer (Tier 2/3)

Placements24

Durban

Hybrid

ZAR 350,000 - 550,000

Full time

4 days ago

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Benefits offered by this job

Home office setup allowance

Medical, dental, and vision coverage

Employee stock options program

Bonuses and recognition programs

Paid sick leave and vacation

Job summary

Placements24 is seeking a Fully Remote Technical Support Engineer to support a global customer base from Durban. You will resolve complex hardware, software, and network issues, and develop clear technical docs.

You will troubleshoot across Windows, macOS, and Linux, work with Zendesk and ServiceNow, and collaborate with engineering for product improvements. A proactive learner with strong communication is essential for remote success.

Qualifications

Minimum 3–5 years in technical support or related IT role.
Strong understanding of Windows, macOS, Linux, networking concepts.
Excellent analytical and problem-solving abilities with a methodical approach.
Superior communication and interpersonal skills to explain complex tech to non-technical users.
Proven ability to work independently in a remote setting and manage time well.

Responsibilities

Provide Tier 2 and Tier 3 technical support to customers via remote channels (phone, email, chat, video).
Diagnose, troubleshoot, and resolve hardware, software, and network issues.
Analyze system logs and user reports to identify root causes of problems.
Develop and maintain technical documentation, FAQs, and knowledge base articles.
Collaborate with engineering and product teams to report bugs and suggest improvements.
Guide customers through step-by-step solutions for technical challenges.
Manage and prioritize support tickets to ensure timely resolutions.
Conduct remote training sessions on product usage and troubleshooting.
Monitor system performance and identify issues before they impact users.
Stay current with new technologies and best practices in technical support.