Remote Technical Support Specialist - Network Infrastructure

Placements24; Klerksdorp; Remote; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Company-provided equipment

Home office stipend

Remote work flexibility

Job summary

Placements24 is seeking a highly skilled Remote Technical Support Specialist to join a fully remote team. You will diagnose and resolve complex network infrastructure issues, supporting clients globally from your home office.

The role emphasizes advanced troubleshooting of TCP/IP, VPNs, and cloud networking across AWS/Azure/GCP, with strong communication to guide users through solutions. A flexible schedule may apply to global needs.

Qualifications

• 3+ years in a technical support role focusing on network infrastructure.
• Strong knowledge of TCP/IP, DNS, DHCP, BGP, OSPF, and security.
• Experience with AWS/Azure/GCP cloud networking.
• Proficient with Zendesk and Jira Service Desk.
• CCNA/CCNP or equivalent certification.

Responsibilities

• Provide advanced remote technical support via phone, email, and remote tools.
• Diagnose and resolve network hardware/software and VPN issues.
• Escalate complex problems to senior engineers when needed.
• Document issues and solutions in the CRM accurately.
• Develop and maintain knowledge base and troubleshooting guides.
• Monitor customer networks to identify potential problems.
• Collaborate with product and engineering to provide feedback on trends.
• Assist customers with configuration and optimization of network devices and services.
• Maintain high customer satisfaction through effective resolutions.

Skills

Network troubleshooting

Cloud networking

Remote support

Analytical problem-solving

Education

CCNA/CCNP

Tools

Zendesk

Jira Service Desk

Job description

About the Role

Our client, a leading provider of cloud-based networking solutions, is seeking a highly motivated and experienced Remote Technical Support Specialist to join their fully remote team. This role is designed for a self-starter who thrives in a virtual environment and possesses exceptional skills in diagnosing and resolving complex network infrastructure issues. You will provide high-level technical support to clients globally, acting as a crucial point of contact for technical challenges. The ideal candidate will have a deep understanding of network protocols, hardware, and software, coupled with outstanding communication abilities to guide clients through intricate technical solutions. This is a unique opportunity to contribute your expertise from the comfort of your home office, supporting a dynamic and innovative technology company.

Key Responsibilities

• Provide advanced technical support to customers via phone, email, and remote access tools, addressing complex network infrastructure issues.
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity problems related to our client's networking products.
• Escalate critical issues to senior engineers or relevant departments when necessary, ensuring timely resolution.
• Document all technical issues, solutions, and customer interactions accurately in the CRM system.
• Develop and maintain technical knowledge base articles and troubleshooting guides for both internal and external use.
• Proactively monitor customer network environments to identify potential issues before they impact performance.
• Collaborate with product development and engineering teams to identify trends and provide feedback for product improvement.
• Guide customers through configuration, setup, and optimization of network devices and services.
• Ensure high levels of customer satisfaction through efficient and effective problem resolution.

Requirements

• Proven experience (3+ years) in a technical support role, with a focus on network infrastructure (routers, switches, firewalls, VPNs).
• In-depth knowledge of TCP/IP, DNS, DHCP, routing protocols (BGP, OSPF), and network security principles.
• Experience with cloud networking environments (AWS, Azure, GCP) is highly desirable.
• Proficiency in using remote access tools and ticketing systems (e.g., Zendesk, Jira Service Desk).
• Excellent analytical and problem-solving skills, with the ability to think critically under pressure.
• Outstanding verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Must have a reliable high-speed internet connection and a dedicated, quiet home office space.
• Ability to work independently, manage time effectively, and meet performance metrics in a remote setting.
• Relevant industry certifications such as CCNA, CCNP, or similar are a significant advantage.
• Flexibility to work flexible hours, potentially including evenings or weekends, as dictated by global customer needs.

Benefits

• Fully remote work arrangement, offering excellent work-life balance.
• Competitive salary package commensurate with remote work experience.
• Opportunity to work with a global leader in networking technology.
• Continuous learning opportunities and support for obtaining industry certifications.
• Company-provided equipment and home office stipend.
• Comprehensive health insurance and retirement savings plan.
• Be part of an innovative and forward-thinking company culture, supporting clients from Klerksdorp and beyond.