Senior Remote Tech Support Specialist

Placements24

Gqeberha

Hybrid

ZAR 600,000 - 900,000

Full time

14 days+

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Benefits offered by this job

Competitive salary

Bonuses

Health, dental, and vision insurance

Generous paid time off

Remote-first work environment

Professional development budget

Job summary

Placements24 is seeking a Senior Remote Support Analyst to provide advanced technical support, diagnose complex issues, and mentor junior team members. This fully remote role offers the chance to work from anywhere while contributing to high customer satisfaction and service reliability.

The ideal candidate will have 5+ years in technical support or analyst roles, strong OS/network knowledge, and experience with Zendesk or ServiceNow.

Qualifications

Minimum 5 years in a technical support or analyst role with remote work experience.
Deep understanding of operating systems, networks, and common software.
Proven ability to diagnose and resolve complex technical issues systematically.
Excellent analytical, problem-solving and communication skills.
Experience with Zendesk or ServiceNow ticketing systems.

Responsibilities

Provide high-level technical support and troubleshooting for escalated customer issues.
Analyze and resolve complex technical problems related to software, hardware, and network configurations.
Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides.
Mentor and train junior support analysts, fostering a culture of continuous learning.
Collaborate with engineering and product teams to identify root causes and implement long-term solutions.
Monitor support queues and performance metrics to ensure SLAs are met or exceeded.