Senior Technical Support Analyst (Remote)

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

Benefits offered by this job

Fully remote work environment

Competitive salary and benefits

Career advancement opportunities

Access to cutting-edge technology

Professional development

Job summary

Placements24 is seeking a Senior Technical Support Analyst for a fully remote role within South Africa. You will diagnose and resolve complex software issues, act as escalation lead, and contribute to improving support infrastructure.

The ideal candidate has 5-7+ years in enterprise tech support and strong problem-solving skills. You will work with ServiceNow and Zendesk, mentor junior staff, and collaborate with engineering to drive product improvements.

Qualifications

• 5-7+ years in technical support or systems administration for enterprise software.
• Proficient in diagnosing and resolving complex technical problems.
• Experience with ServiceNow or Zendesk and remote support tools.
• Strong communication, able to explain technical information to non-technical audiences.
• Bachelor's degree in CS/IT or equivalent experience.

Responsibilities

• Provide advanced technical support and troubleshooting for complex software issues.
• Lead escalation for Tier 2 and Tier 3 support requests.
• Analyze system logs, error messages, and diagnostic information to identify root causes.
• Develop and implement effective solutions and workarounds for reported issues.
• Create and maintain detailed technical documentation, knowledge base articles, and best practices.
• Mentor and guide junior technical support staff.
• Collaborate with engineering and product teams to resolve bugs and advocate for product improvements based on customer feedback.
• Manage and prioritize a queue of complex technical support cases.
• Stay current with product updates, new features, and relevant technologies.
• Contribute to the overall improvement of support processes and tools.

Skills

Technical support

Systems administration

Troubleshooting

Analytical skills

Communication skills

Remote work

Education

Bachelor's degree in CS/IT

Certifications desirable

Tools

ServiceNow

Zendesk

Job description

About the Role

Our client, a leading enterprise software provider, is actively seeking a highly skilled Senior Technical Support Analyst for a fully remote position. This role is integral to ensuring our clients receive unparalleled technical assistance for our client's complex software solutions. You will be tasked with diagnosing and resolving intricate technical issues, acting as an escalation point for challenging problems, and contributing to the continuous improvement of our client's support infrastructure. This position requires deep technical expertise, exceptional problem-solving abilities, and a strong commitment to customer satisfaction. As a remote employee, you'll have the flexibility to work from anywhere within South Africa, contributing to our client's global support network. Although the operational hub for this team may be associated with Benoni, Gauteng, the role offers complete remote flexibility. Our client fosters a culture of innovation and continuous learning, providing ample opportunities for professional growth within a supportive virtual environment. You will be instrumental in maintaining high standards of technical support and client trust.

Key Responsibilities

• Provide advanced technical support and troubleshooting for complex software issues.
• Act as a lead escalation point for Tier 2 and Tier 3 support requests.
• Analyze system logs, error messages, and diagnostic information to identify root causes.
• Develop and implement effective solutions and workarounds for reported issues.
• Create and maintain detailed technical documentation, knowledge base articles, and best practices.
• Mentor and guide junior technical support staff.
• Collaborate with engineering and product teams to resolve bugs and advocate for product improvements based on customer feedback.
• Manage and prioritize a queue of complex technical support cases.
• Stay current with product updates, new features, and relevant technologies.
• Contribute to the overall improvement of support processes and tools.

Requirements

• Minimum of 5-7 years of experience in technical support or systems administration, with a focus on enterprise software.
• In-depth knowledge of (mention specific technologies, e.g., SQL, cloud infrastructure, operating systems like Linux/Windows Server).
• Proven ability to diagnose and resolve complex technical problems.
• Excellent analytical and problem-solving skills.
• Strong verbal and written communication skills, with the ability to communicate technical information effectively to both technical and non-technical audiences.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk) and remote support tools.
• Ability to work independently, manage time effectively, and meet deadlines in a remote environment.
• Relevant certifications (e.g., MCSE, CCNA, AWS Certified) are highly desirable.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.

Benefits

• Fully remote work environment.
• Highly competitive salary and benefits package.
• Significant opportunities for career advancement and specialization.
• Access to cutting-edge technology and ongoing professional development.
• Supportive and collaborative remote team culture.
• Generous vacation and paid time off.