Technical Service Specialist

Placements24; Free State; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Competitive salary with bonuses

Fully remote work environment

Health, dental, and vision insurance

Home office setup allowance

Career advancement opportunities

Culture of continuous learning

Job summary

Placements24 is seeking a highly skilled Technical Service Specialist to deliver remote expert support for our advanced product lines. Working from a home office, you will diagnose complex hardware, software, and network issues and provide effective solutions to customers and internal teams.

You will analyze diagnostic data, document proven workarounds, and collaborate with engineering to feedback on product performance.

Qualifications

• Minimum of 5 years in Technical Service or similar role.
• Expertise diagnosing hardware, software, and network issues.
• Strong analytical and problem-solving abilities.

Responsibilities

• Provide advanced technical support via phone, email, and remote sessions.
• Analyze system data and logs to identify root causes.
• Develop documented solutions and workarounds.
• Collaborate with engineering and product teams for feedback.
• Mentor Tier 1/2 staff on escalated queries.
• Maintain deep knowledge of product suite and technologies.

Skills

Advanced technical support

Diagnostic tooling proficiency

Root cause analysis

Communication skills

Mentoring Tier 1/2 staff

Remote work discipline

Education

Bachelor's degree in a relevant technical field

Tools

Diagnostic tools

Remote access software

Ticketing systems

Job description

About the Role

Our client is seeking a highly skilled Technical Service Specialist to provide remote expert support for their advanced product lines. This fully remote position is ideal for an individual with a deep understanding of complex technical systems and a passion for problem-solving. You will be the go-to expert for intricate troubleshooting, providing solutions to challenging technical issues encountered by clients and internal support teams. Working from your home office, you will leverage diagnostic tools, knowledge bases, and collaborative platforms to ensure customer success and product reliability. This role offers a significant opportunity to impact product development through feedback and to grow within a technically sophisticated and supportive remote team.

Key Responsibilities

• Provide advanced technical support and troubleshooting for complex product-related issues via phone, email, and remote sessions.
• Analyze system performance data and diagnostic logs to identify root causes of technical problems.
• Develop and document comprehensive solutions and workarounds for challenging technical issues.
• Collaborate with engineering and product teams to provide feedback on product performance and suggest improvements.
• Mentor and assist Tier 1 and Tier 2 support staff with escalated technical queries.
• Maintain an in-depth understanding of the company's product suite and evolving technologies.

Requirements

• Minimum of 5 years of experience in a Technical Service , Support Engineering, or similar role.
• Expertise in diagnosing and resolving complex hardware, software, and network issues.
• Strong proficiency with diagnostic tools, remote access software, and ticketing systems.
• Excellent analytical, problem-solving, and critical-thinking skills.
• Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly.
• Bachelor's degree in a relevant technical field or equivalent practical experience.

Benefits

• Competitive annual salary and performance-based bonuses.
• Fully remote work environment with flexibility in scheduling.
• Comprehensive health, dental, and vision insurance coverage.
• Generous allowance for home office setup and professional development.
• Opportunities for career advancement within a leading technology company.
• A culture that promotes continuous learning and innovation.