Senior Technical Support Specialist

Optimal Growth Technologies; Remote; ZAR 1 282 000 - 1 924 000; Full time

Job summary

A leading tech company is looking for a Senior Technical Support Specialist to provide advanced technical support in Microsoft-based environments. This fully remote position requires 9+ years of experience, excellent troubleshooting skills, and the ability to support distributed teams. The ideal candidate will diagnose complex issues, manage incident resolutions, and ensure high levels of customer service while working independently across multiple time zones.

Qualifications

• 9+ years experience in a Senior Technical Support or IT Support role.
• Strong hands-on experience with Microsoft technologies and support for remote users.
• Ability to work independently in a fully remote environment.

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, and Active Directory.

Skills

Senior Technical Support

Microsoft technologies

Troubleshooting

Problem-solving

Networking fundamentals

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