Technical Support Analyst

Placements24; Gqeberha; Hybrid; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Certifications opportunities

Remote work flexibility

Job summary

Placements24 is seeking an experienced Technical Support Analyst for our cutting-edge software development client. The role supports a global user base from Port Elizabeth with remote work flexibility and occasional office visits to Port Elizabeth for team collaboration.

You will troubleshoot complex software issues, document solutions, and contribute to knowledge bases while collaborating with engineering, QA, and product teams.

Qualifications

• 4+ years in technical support or a related IT role.
• Strong understanding of software troubleshooting methodologies and tools.
• Proficiency in Windows, macOS, Linux and networking concepts.
• Experience with scripting languages (Python, Bash) is a significant plus.
• Excellent problem-solving and analytical skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Ability to work autonomously and manage time effectively in a remote setting.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

Responsibilities

• Provide advanced technical support for our proprietary software products via remote channels.
• Diagnose, troubleshoot, and resolve complex software defects and user issues.
• Escalate critical issues to development and engineering teams with detailed documentation.
• Develop and maintain technical documentation, FAQs, and knowledge base articles.
• Assist users with software installation, configuration, and upgrades.
• Monitor system performance and identify potential issues before they impact users.
• Collaborate with product management and QA teams to improve product stability and user experience.
• Provide training and guidance to end-users on software functionalities.
• Analyze support ticket trends to identify recurring problems and suggest proactive solutions.
• Contribute to the continuous improvement of technical support processes and tools.

Skills

Technical support

Troubleshooting

Networking

Python

Bash

Windows

macOS

Linux

AWS

Azure

GCP

Communication

Education

Bachelor's degree in Computer Science / IT

Tools

N/A

Job description

About the Role

Our client, a cutting-edge software development company, is seeking an experienced Technical Support Analyst to join their team. While the role is based in Port Elizabeth, Eastern Cape, this position offers remote work flexibility. You will play a critical role in providing high-level technical assistance to our global user base, troubleshooting complex software issues, and ensuring seamless operation of our applications. This is an excellent opportunity for a technically adept professional looking to contribute to a leading tech firm from a remote location, with potential occasional visits to the Port Elizabeth office for team synergy. We are dedicated to empowering our users through exceptional technical support.

Key Responsibilities

• Provide advanced technical support for our proprietary software products via remote channels.
• Diagnose, troubleshoot, and resolve complex software defects and user issues.
• Escalate critical issues to development and engineering teams with detailed documentation.
• Develop and maintain technical documentation, FAQs, and knowledge base articles.
• Assist users with software installation, configuration, and upgrades.
• Monitor system performance and identify potential issues before they impact users.
• Collaborate with product management and QA teams to improve product stability and user experience.
• Provide training and guidance to end-users on software functionalities.
• Analyze support ticket trends to identify recurring problems and suggest proactive solutions.
• Contribute to the continuous improvement of technical support processes and tools.

Requirements

• Minimum of 4 years of experience in technical support or a related IT role.
• Strong understanding of software troubleshooting methodologies and tools.
• Proficiency in operating systems (Windows, macOS, Linux) and networking concepts.
• Experience with scripting languages (e.g., Python, Bash) is a significant plus.
• Excellent problem-solving and analytical skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Ability to work autonomously and manage time effectively in a remote setting.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Must have a stable internet connection and a suitable home office environment.
• Experience with cloud platforms (AWS, Azure, GCP) is advantageous.

Benefits

Our client offers a competitive salary and benefits package, including health insurance, retirement contributions, and opportunities for professional growth and certifications. This role provides the flexibility of remote work, allowing for excellent work-life balance. You will be part of an innovative and forward-thinking company that values technical expertise and employee development. While primarily remote, opportunities for occasional team gatherings in Port Elizabeth may arise.