Technical Support Analyst - Klerksdorp

Placements24; Johannesburg; Hybrid; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Fully remote work arrangement

Competitive salary and incentives

Medical, dental, and vision insurance

Generous paid time off and holidays

Professional growth and certifications

Access to cutting-edge technology and

Collaborative remote team culture

Job summary

Placements24 is seeking an experienced Technical Support Analyst to join its remote operations team. The role involves providing in-depth technical assistance, diagnosing complex software and system issues, and developing robust support strategies.

The ideal candidate will have strong troubleshooting skills, cross-platform OS knowledge, and excellent communication to engage with a diverse client base. The position offers fully remote work, competitive salary, comprehensive benefits, and

Qualifications

• 4+ years in a technical support or analyst role.
• Experience diagnosing and resolving complex software/hardware issues.
• Strong knowledge of operating systems (Windows/macOS/Linux) and networking.
• Experience with CRM and ticketing systems such as Salesforce or Zendesk.
• Excellent written and verbal communication skills.

Responsibilities

• Provide advanced technical support and troubleshooting for complex software and system issues.
• Analyze user-reported problems, identify root causes, and implement effective solutions.
• Develop and maintain technical documentation, guides, FAQs, and knowledge base articles.
• Collaborate with development and QA teams to resolve bugs and product issues.
• Monitor system performance and identify potential issues before they impact users.
• Manage support tickets efficiently, ensuring adherence to SLAs.
• Assist in training clients and internal staff on product features and troubleshooting techniques.
• Contribute to continuous improvement of support processes and tools.
• Act as a point of escalation for complex technical challenges.

Skills

Analytical thinking

Communication

Scripting (Python/PowerShell)

Independent/Remote work

Problem-solving

Tools

Salesforce

Zendesk

Windows

macOS

Linux

Job description

About the Role

Our client, a global leader in software development and IT solutions, is seeking a highly skilled and analytical Technical Support Analyst to join their remote operations team. This role is pivotal in providing in-depth technical assistance to clients, diagnosing complex software and system issues, and contributing to the development of robust support strategies. You will be instrumental in ensuring client satisfaction by delivering timely and effective resolutions. The ideal candidate will possess advanced troubleshooting skills, a deep understanding of various operating systems and software applications, and exceptional communication abilities to engage with a diverse client base. This is an excellent opportunity for a seasoned IT professional to work remotely and contribute significantly to a cutting-edge technology company.

Key Responsibilities

• Provide advanced technical support and troubleshooting for complex software and system issues.
• Analyze user-reported problems, identify root causes, and implement effective solutions.
• Develop and maintain technical documentation, including guides, FAQs, and knowledge base articles.
• Collaborate with development and QA teams to resolve bugs and product issues.
• Monitor system performance and identify potential issues before they impact users.
• Manage support tickets efficiently, ensuring adherence to SLAs.
• Assist in training clients and internal staff on product features and troubleshooting techniques.
• Contribute to the continuous improvement of support processes and tools.
• Act as a point of escalation for complex technical challenges.

Requirements

• Minimum of 4 years of experience in a technical support or analyst role.
• Proven expertise in diagnosing and resolving complex software and hardware issues.
• Strong understanding of operating systems (Windows, macOS, Linux) and networking protocols.
• Experience with scripting languages (e.g., Python, PowerShell) is a plus.
• Excellent analytical and problem-solving skills.
• Outstanding written and verbal communication skills, with the ability to clearly explain technical concepts.
• Experience with CRM and ticketing systems (e.g., Salesforce, Zendesk).
• Ability to work independently and manage time effectively in a remote setting.
• Relevant IT certifications (e.g., MCSE, CCNA) are highly regarded.

Benefits

• Fully remote work arrangement, offering flexibility and work-life balance.
• Competitive salary and performance-based incentives.
• Comprehensive medical, dental, and vision insurance.
• Generous paid time off and holidays.
• Opportunities for professional growth and certifications.
• Access to cutting-edge technology and continuous learning resources.
• Collaborative and innovative remote team culture.