Remote Technical Support Specialist - Northern Cape Operations

Placements24; Upington; Hybrid; ZAR 380,000 - 560,000; Full time

Benefits offered by this job

Fully remote work

Career development

Remote tech tools provided

Competitive benefits

Flexible schedule

Paid time off

Job summary

Placements24 is seeking a Remote Technical Support Specialist in South Africa. You will provide Tier 2/3 support to clients, diagnose complex issues, and ensure rapid resolution from a fully remote setting.

Ideal candidates have a strong tech background, excellent communication, and the ability to explain intricate details to varied audiences. Remote-first culture supports growth and continuous learning across SA.

Qualifications

• Proven experience in Tier 2/3 technical support.
• In-depth knowledge of Windows, macOS and Linux, networking and common software.
• Strong analytical and problem‑solving skills with a methodical approach to troubleshooting.
• Excellent verbal and written communication, able to explain technical details clearly.
• Experience with remote support tools and CRM systems.
• Ability to work independently and maintain high productivity remotely.
• Relevant technical certifications (e.g., Network+, Security+, MCSE) are desirable.
• Bachelor's degree in CS/IT or equivalent experience.

Responsibilities

• Provide advanced technical support (Tier 2/3) via phone, email, and remote access.
• Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.
• Analyze tickets to identify root causes and implement long-term solutions.
• Escalate unresolved issues with detailed documentation to engineering.
• Create and maintain knowledge base articles and guides.
• Mentor junior staff on best practices in technical matters.
• Monitor system performance and preempt potential issues.
• Collaborate with cross-functional teams to improve product stability.

Skills

Tier 2/3 support

Windows

macOS

Linux

Networking protocols

CRM systems

Remote support tools

Analytical thinking

Communication skills

Independent worker

Education

Bachelor's degree in Computer Science / IT or related field

CompTIA Network+

CompTIA Security+

MCSE

Tools

Remote support tools

CRM systems

Job description

About the Role Our client, a leader in providing advanced technological solutions, is seeking a highly skilled and motivated Remote Technical Support Specialist to join their expanding team. This is a fully remote position, allowing you to work from any approved location within South Africa, contributing to a global support network. You will be instrumental in providing Tier 2 and Tier 3 technical support to clients, diagnosing complex issues, and ensuring rapid resolution. The ideal candidate possesses a strong technical background, excellent problem-solving capabilities, and outstanding communication skills, adept at explaining intricate technical details to a varied audience. This role is crucial for maintaining client satisfaction and ensuring the seamless operation of our client's innovative products. As a remote-first organization, we champion a culture of collaboration, continuous learning, and flexibility. Your expertise will be highly valued in a supportive virtual environment, with opportunities for professional growth and development. We are committed to empowering our remote workforce with the tools and resources needed to succeed, particularly supporting clients in the Northern Cape and beyond.

Key Responsibilities

• Provide advanced technical support (Tier 2/3) to clients via phone, email, and remote access tools.
• Diagnose, troubleshoot, and resolve complex technical hardware, software, and network issues.
• Analyze support tickets to identify root causes and implement long-term solutions.
• Escalate unresolved issues to engineering or product development teams with detailed documentation.
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Mentor and guide junior support staff on technical matters and best practices.
• Proactively monitor system performance and identify potential issues before they impact clients.
• Collaborate effectively with cross-functional teams to improve product stability and customer experience.
• Stay current with new technologies, product updates, and industry trends.
• Contribute actively to the development and improvement of support processes within a remote setting.

Requirements

• Proven experience in a Tier 2/3 technical support role, preferably in a remote capacity.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
• Strong analytical and problem-solving skills with a methodical approach to troubleshooting.
• Excellent verbal and written communication skills, including the ability to articulate complex technical concepts clearly.
• Experience with remote support tools and CRM systems.
• Ability to work independently, manage time effectively, and maintain high productivity in a remote environment.
• Relevant technical certifications (e.g., CompTIA Network+, Security+, MCSE) are highly desirable.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• A strong customer service orientation and a passion for technology.
• Dedicated home office setup with reliable high-speed internet access.

Benefits

• Fully remote work arrangement with significant flexibility.
• Competitive salary and comprehensive benefits package.
• Opportunities for advanced technical training and certifications.
• Career advancement pathways within a growing tech company.
• Access to state-of-the-art remote work technology and support.
• Generous paid time off and wellness programs.