Remote Technical Support Specialist - Level 1

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 180,000 - 260,000; Full time

Benefits offered by this job

Fully remote position

Online training resources

Career development opportunities

Supportive remote team culture

Job summary

WhatJobs Direct is seeking a Remote Technical Support Specialist (Level 1) to join our fully remote team, primarily supporting clients in the Nelspruit region. You will be the first point of contact for technical queries, diagnosing issues and guiding users through solutions.

This 100% remote role requires excellent communication, strong problem-solving abilities, and the capacity to document interactions clearly. Experience with Windows/macOS and basic networking is a plus.

Qualifications

• Experience in a technical support or helpdesk role, preferably Level 1.
• Strong understanding of Windows and macOS, common software, and basic networking.
• Excellent communication and active listening skills.
• Ability to explain technical concepts clearly to non-technical users.
• Strong problem-solving and diagnostic abilities.
• Ability to work independently and manage time in a remote setting.
• Reliable high-speed internet and a dedicated workspace.
• Familiarity with ticketing systems (Zendesk, ServiceNow) is a plus.

Responsibilities

• Provide first-level technical support to customers via phone, email, and chat.
• Troubleshoot and resolve common hardware, software, and network issues.
• Guide users through step-by-step solutions for technical problems.
• Accurately document all customer interactions and resolutions in the ticketing system.
• Escalate unresolved issues to higher-level support teams with details.
• Identify trends in customer issues and provide feedback to improve products and services.
• Maintain high levels of customer service in all interactions.
• Follow established support procedures and contribute to the knowledge base.

Skills

Strong communication

Active listening

Problem solving

Time management

Independent work

Remote work readiness

Networking basics

Explain technical concepts

Tools

Zendesk

ServiceNow

Job description

About the Role

WhatJobs Direct is seeking an enthusiastic and technically proficient Remote Technical Support Specialist (Level 1) to join our fully remote team, supporting clients primarily in the **Nelspruit** region. This role is essential for providing first-level technical assistance, resolving common user issues, and ensuring a smooth customer experience with our client's products and services. You will be the initial point of contact for technical queries, diagnosing and resolving problems efficiently. This is a 100% remote position, offering ultimate flexibility, perfect for individuals who thrive in an independent work environment and are located anywhere, though beneficial for those in **Nelspruit, Mpumalanga**.

Key Responsibilities

• Provide first-level technical support to customers via phone, email, and chat.
• Troubleshoot and resolve common hardware, software, and network issues.
• Guide users through step-by-step solutions for technical problems.
• Accurately document all customer interactions, issues, and resolutions in the ticketing system.
• Escalate unresolved issues to higher-level support teams with comprehensive details.
• Identify trends in customer issues and provide feedback to improve products and services.
• Maintain a high level of customer service and satisfaction in all interactions.
• Follow established support procedures and best practices.
• Contribute to the knowledge base by documenting common solutions and workarounds.

Requirements

• Proven experience in a technical support or helpdesk role, preferably Level 1.
• Strong understanding of common operating systems (Windows, macOS), software applications, and basic networking.
• Excellent communication and active listening skills.
• Ability to explain technical concepts clearly and concisely to non-technical users.
• Strong problem-solving and diagnostic skills.
• Ability to work independently and manage time effectively in a remote setting.
• Must have a reliable high-speed internet connection and a dedicated, quiet workspace.
• Familiarity with ticketing systems (e.g., Zendesk, ServiceNow) is a plus.
• Experience working remotely is highly desirable.

Benefits

• Competitive annual salary.
• Fully remote position, offering significant work-life flexibility.
• Access to online training and professional development resources.
• A supportive and collaborative remote team culture.
• Opportunities for advancement to higher support tiers.
• Contribute to technology solutions used by clients in **Mpumalanga** and beyond.