Senior Remote Systems Support Specialist

Placements24; Randburg; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Performance incentives

Remote work

Learning & development

Global team

Job summary

Placements24 is seeking a Senior Remote Systems Support Specialist to provide expert remote support for sophisticated industrial systems. You will diagnose complex hardware and software issues, guide clients through installation and maintenance, and collaborate with engineering teams from a remote-first environment.

The ideal candidate has at least 5 years in technical support for industrial equipment, strong diagnostic and communication skills, and a degree/certification in a related field.

Qualifications

• 5+ years in a technical support role, preferably with industrial machinery or automation.
• Ability to diagnose and resolve complex issues remotely and guide clients.
• Strong understanding of hardware, software, networking, and diagnostic protocols.
• Proficiency with remote access tools, diagnostic utilities, and CRM systems.
• Excellent analytical, critical thinking and problem solving.
• Clear written and verbal communication; able to explain complex tech clearly.
• Able to work autonomously in a fully remote setting and manage time effectively.
• A relevant technical degree or certification is strongly preferred.

Responsibilities

• Provide high-level remote technical support for complex industrial systems and equipment.
• Diagnose and troubleshoot hardware, software, and network issues remotely.
• Guide customers through installation, configuration, operation, and maintenance tasks remotely.
• Interpret documentation, schematics, and data to identify root causes.
• Escalate unresolved issues to senior engineers with thorough documentation.
• Develop knowledge base articles and troubleshooting guides for remote support.
• Collaborate with product engineering teams to provide feedback on performance.
• Monitor system performance and identify potential issues proactively.

Skills

Remote diagnostics

Industrial systems

Networking basics

CRM software

Analytical skills

Communication skills

Education

Electrical/Mechanical/CS degree

Tools

Remote access software

Diagnostic utilities

CRM systems

Job description

About the Role

Our client, a globally recognized leader in advanced manufacturing technology, is seeking an experienced Senior Remote Systems Support Specialist to join their expanding team. This pivotal role operates entirely remotely, offering the chance to provide expert technical assistance and ensure the smooth functioning of sophisticated industrial systems from anywhere. You will be responsible for diagnosing and resolving complex hardware and software issues, guiding clients through intricate procedures, and collaborating closely with internal engineering departments. The ideal candidate will possess a deep technical acumen, exceptional problem-solving capabilities, and outstanding communication skills, enabling them to effectively support users in a virtual capacity. This is a unique opportunity for a seasoned professional who thrives in an independent, results-oriented, remote-first environment and is dedicated to delivering superior technical support for cutting-edge industrial equipment.

Key Responsibilities

• Provide high-level remote technical support for complex industrial systems and equipment.
• Diagnose and troubleshoot intricate hardware, software, and network-related issues using advanced diagnostic tools.
• Guide customers through installation, configuration, operation, and maintenance procedures remotely.
• Interpret technical documentation, schematics, and diagnostic data to identify root causes of problems.
• Escalate unresolved issues to senior engineers or specialized teams, providing thorough documentation.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides for remote support.
• Collaborate with product development and engineering teams to provide feedback on system performance and identify areas for improvement.
• Monitor system performance and proactively identify potential issues before they impact clients.
• Conduct remote training sessions for clients and junior support staff.

Requirements

• A minimum of 5 years of experience in a technical support role, preferably with a focus on industrial machinery, automation, or complex electronic systems.
• Proven ability to diagnose and resolve complex technical issues remotely.
• Strong understanding of hardware components, software applications, networking principles, and diagnostic protocols relevant to industrial environments.
• Proficiency in utilizing remote access software, diagnostic utilities, and CRM systems.
• Exceptional analytical, critical thinking, and problem-solving skills.
• Excellent written and verbal communication skills, with the ability to articulate complex technical information clearly and concisely.
• Demonstrated ability to work autonomously, manage time effectively, and maintain productivity in a fully remote setting.
• A relevant technical degree or certification in Electrical Engineering, Mechanical Engineering, Computer Science, or a related field is strongly preferred.

Benefits

• Competitive salary with performance-based incentives.
• Fully remote working position with flexibility and home office support.
• Opportunities for continuous learning and professional development in a high-tech field.
• Work with a leading innovator in industrial technology.
• Be part of a collaborative and supportive global team.