Senior Technical Support Specialist

Optimal Growth Technologies; Remote; ZAR 1 282 000 - 1 603 000; Full time

Job summary

A leading technology firm is looking for a Senior Technical Support Specialist to work remotely. The successful candidate will be responsible for providing advanced technical support across Microsoft environments, diagnosing complex issues, and ensuring service delivery in a remote setting. This role requires over 9 years of experience in IT support, strong technical skills with Microsoft products, and excellent communication abilities. Ideal candidates will have relevant certifications and an aptitude for problem-solving.

Qualifications

• 9+ years in Senior Technical Support or IT Support role.
• Strong hands-on experience with Microsoft technologies.
• Excellent problem-solving abilities.

Responsibilities

• Provide Tier 2 and Tier 3 technical support for Microsoft environments.
• Diagnose and resolve complex hardware and software issues.
• Ensure adherence to SLAs and maintain high customer service standards.

Skills

Senior Technical Support

Microsoft technologies

Troubleshooting skills

Excellent communication

Education

Microsoft certifications

Relevant IT qualification

Job description

Senior Technical Support Specialist

Location: Remote (USA – EST time zone)

Contract Duration: 12 months (high probability of renewal)

Level: Senior (9+ years experience)

Role Overview

We are seeking an experienced Senior Technical Support Specialist to provide advanced technical support across Microsoft-based environments. This role will focus on resolving complex technical issues, supporting end users and systems, and ensuring a high level of service delivery in a fast-paced, remote setting.

The ideal candidate is highly technical, customer-focused, and comfortable working independently while collaborating with distributed teams.

Key Responsibilities

• Provide Tier 2 and Tier 3 technical support for Microsoft environments
• Diagnose, troubleshoot, and resolve complex hardware, software, and system issues
• Support Windows OS, Microsoft 365, Azure, Active Directory, and related technologies
• Manage incident resolution, escalation, and root cause analysis
• Work closely with infrastructure, security, and application teams to resolve issues
• Maintain accurate documentation, knowledge articles, and support procedures
• Ensure adherence to SLAs and deliver a high standard of customer service
• Identify recurring issues and recommend long-term solutions and improvements

Required Skills & Experience

• 9+ years experience in a Senior Technical Support / IT Support role
• Strong hands-on experience with Microsoft technologies (Windows, M365, Azure, AD)
• Experience supporting remote users across multiple time zones
• Solid understanding of networking fundamentals (DNS, DHCP, TCP/IP)
• Strong troubleshooting and problem-solving skills
• Excellent communication skills with the ability to explain technical concepts clearly
• Ability to work independently in a fully remote environment

Qualifications

• Microsoft certifications (e.g. Microsoft 365, Azure, Windows Server) highly advantageous
• Relevant IT qualification or equivalent practical experience