Remote Tier 2 Technical Support Specialist

Placements24; Durban; Hybrid; ZAR 320,000 - 520,000; Full time

Benefits offered by this job

Remote work

Medical coverage

Certification reimbursement

Training resources

Virtual industry conferences

Team social events

Job summary

Placements24 is seeking a highly skilled Tier 2 Technical Support Specialist for our remote-first team. You will resolve complex hardware and software issues, provide expert guidance to customers, and mentor Tier 1 staff across time zones.

Ideal candidates have 4+ years in technical support, strong OS/network knowledge, and certifications like CompTIA A+/Network+/CCNA. Remote-friendly, South Africa-based candidates preferred.

Qualifications

• Experience diagnosing and resolving complex technical issues across OSes and networks.
• Strong analytical approach to troubleshooting and clear customer communication.
• Experience with remote support tools and ticketing systems.

Responsibilities

• Diagnose and resolve complex technical hardware and software issues escalated from Tier 1 support.
• Provide expert technical guidance to customers via phone, email, and remote tools.
• Conduct in-depth troubleshooting, including log analysis and network tracing.
• Document solutions and procedures in the knowledge base.
• Collaborate with engineering to report bugs and test features.
• Train Tier 1 staff on advanced troubleshooting and product knowledge.
• Prioritize a queue of escalated tickets and ensure timely resolutions.
• Maintain clear communication with customers throughout resolution.
• Contribute to proactive support strategies to reduce incidents.
• Participate in remote team meetings and knowledge-sharing.

Skills

Operating systems (Windows/macOS/Linux

Networking protocols

Remote desktop tools

Diagnostic utilities

Analytical skills

Communication skills

Customer-facing support

Education

Certifications (CompTIA A+/Network+/CCNA)

Tools

Zendesk

Jira Service Desk

Job description

Placements24 is seeking a highly skilled Tier 2 Technical Support Specialist for our remote-first team. You will resolve complex hardware and software issues, provide expert guidance to customers, and mentor Tier 1 staff across time zones.

Ideal candidates have 4+ years in technical support, strong OS/network knowledge, and certifications like CompTIA A+/Network+/CCNA. Remote-friendly, South Africa-based candidates preferred.