Technical Support Analyst

Placements24; Centurion; Hybrid; ZAR 420,000 - 680,000; Full time

Benefits offered by this job

Fully remote

Private medical insurance

Pension fund

Career development / Certifications

Flexible schedule

Job summary

Placements24 seeks a highly skilled Technical Support Analyst to join a remote team serving clients across South Africa. The role requires deep expertise in enterprise software, problem solving, and the ability to communicate complex concepts to non-technical users.

The successful candidate will diagnose intricate technical issues, analyze logs, and collaborate with engineering to improve products. This fully remote position offers flexible scheduling and opportunities for professional

Qualifications

• Bachelor's degree in CS/IT or equivalent.
• Minimum 5 years in technical support or systems administration.
• Strong OS, networking, and SQL knowledge.
• Excellent problem-solving and communication skills.
• Ability to work remotely in South Africa.

Responsibilities

• Diagnose and resolve complex technical issues related to enterprise software applications.
• Provide in-depth technical support to end-users and administrators via remote channels.
• Analyze system logs, error messages, and performance data to identify root causes of problems.
• Document technical issues, solutions, and workarounds comprehensively in the knowledge base.
• Collaborate with development and engineering teams to report bugs and suggest product improvements.
• Develop and deliver technical training materials for clients and internal support staff.
• Manage and prioritize a queue of technical support requests, ensuring adherence to SLAs.
• Stay updated with the latest software updates, patches, and industry best practices.
• Act as a technical consultant to clients, advising on best practices for software implementation and usage.

Skills

Enterprise software support

Troubleshooting

Analytical thinking

Remote work

Communication

Python scripting

Bash scripting

Networking basics

SQL knowledge

Education

Bachelor's degree in Computer Science / IT

Tools

Python

Bash

Job description

About the Role

Our client, a global leader in enterprise software solutions, is seeking a highly skilled and analytical Technical Support Analyst to join their remote team. This position is crucial for providing expert-level technical assistance to clients, ensuring the smooth operation and optimal performance of their software. The ideal candidate possesses a deep understanding of complex technical systems, excellent troubleshooting skills, and a passion for helping users overcome challenges. Based remotely, this role offers the flexibility to work from anywhere within South Africa, with occasional travel potentially required for team meetings. Join a forward-thinking company that values innovation, technical expertise, and exceptional client support. We are looking for someone who can diagnose intricate technical issues and provide effective, lasting solutions.

Key Responsibilities

• Diagnose and resolve complex technical issues related to enterprise software applications.
• Provide in-depth technical support to end-users and administrators via remote channels (phone, email, video conferencing).
• Analyze system logs, error messages, and performance data to identify root causes of problems.
• Document technical issues, solutions, and workarounds comprehensively in the knowledge base.
• Collaborate with development and engineering teams to report bugs and suggest product improvements.
• Develop and deliver technical training materials for clients and internal support staff.
• Manage and prioritize a queue of technical support requests, ensuring adherence to SLAs.
• Stay updated with the latest software updates, patches, and industry best practices.
• Act as a technical consultant to clients, advising on best practices for software implementation and usage.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support or systems administration, with a focus on enterprise software.
• Strong understanding of operating systems (Windows, Linux), networking concepts, and database technologies (SQL).
• Proven ability to troubleshoot and resolve complex technical issues efficiently.
• Excellent analytical and problem-solving skills, with meticulous attention to detail.
• Superior communication and interpersonal skills, capable of explaining technical concepts clearly to non-technical users.
• Experience with scripting languages (e.g., Python, Bash) is a strong asset.
• Ability to work independently and manage time effectively in a remote work setting.
• Based in South Africa and eligible to work remotely.

Benefits

Our client offers a highly competitive salary, commensurate with your skills and experience, and potential for annual bonuses. Comprehensive private medical insurance and a generous pension fund are provided. Extensive opportunities for professional development, including certifications and advanced training, are available. This is a fully remote position, offering unparalleled flexibility. Our client fosters a collaborative and innovative culture, providing access to cutting-edge technology and challenging projects. Enjoy a flexible work schedule and a supportive team environment, regardless of your physical location. Join a company that invests in your technical growth and career progression.