Technical Support Analyst (Nelspruit)

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 201,000 - 357,000; Full time

Job summary

Placements24 is seeking a skilled Technical Support Analyst to join a fully remote team serving clients from South Africa. The role requires diagnosing and resolving a wide range of IT issues, from hardware to networks, while maintaining high SLAs and excellent customer service.

Based in or able to work remotely from Nelspruit or anywhere in SA, you will install, configure, and maintain computer systems, document solutions, and support end-users with clear guidance.

Qualifications

• Proven experience as a Technical Support Analyst or similar role.
• Strong knowledge of Windows, macOS, Linux and networking.
• Proficient in troubleshooting software and IT infrastructure issues.
• Excellent analytical and problem-solving skills.
• Strong communication and customer service abilities.
• Experience with remote support tools and ticketing systems.
• Ability to work independently in a remote environment.
• Based in or able to work remotely from Nelspruit region or SA.
• Relevant IT certifications (e.g., CompTIA A+, Network+) desirable.

Responsibilities

• Provide remote technical support to clients for hardware, software, and networks.
• Diagnose complex issues and implement timely solutions.
• Install, configure, and maintain computer systems and software.
• Respond to tickets and prioritize to meet SLAs.
• Create and update technical documentation.
• Assist in managing IT assets and inventory.
• Monitor systems and apply preventative measures.
• Provide end-user training on technical solutions.
• Collaborate with senior IT staff and vendors to resolve escalations.
• Contribute to IT support process improvements.

Skills

Remote IT support

Troubleshooting

Customer service

OS knowledge

Network fundamentals

Education

CompTIA A+

CompTIA Network+

Tools

Ticketing systems

Remote access tools

Job description

About the Role

Our client, a rapidly expanding IT solutions provider, is searching for a skilled and motivated Technical Support Analyst to join their fully remote team. This role is perfect for an IT professional based in or near Nelspruit, Mpumalanga , who thrives on solving technical challenges and providing excellent support. You will be responsible for diagnosing and resolving a wide range of technical issues for clients, ensuring their IT systems run smoothly and efficiently. This is a fully remote position, offering the ultimate flexibility to work from home while collaborating with a distributed team. We are looking for individuals with strong analytical skills, a customer-first mindset, and a proven ability to manage technical issues independently. Join us to contribute your expertise to a company at the forefront of IT innovation, working from your chosen location.

Key Responsibilities

• Provide remote technical support to clients, addressing hardware, software, and network issues.
• Diagnose complex technical problems and implement effective solutions in a timely manner.
• Install, configure, and maintain computer systems and related software.
• Respond to support tickets, prioritizing urgent issues and ensuring adherence to SLAs.
• Create and update technical documentation, including user manuals and troubleshooting guides.
• Assist in managing IT assets and inventory.
• Proactively monitor systems for potential issues and implement preventative measures.
• Provide training and guidance to end-users on technical solutions.
• Collaborate with senior IT staff and external vendors to resolve escalated issues.
• Contribute to the continuous improvement of IT support processes and best practices.

Requirements

• Proven experience as a Technical Support Analyst, IT Support Specialist, or similar role.
• Strong knowledge of operating systems (Windows, macOS, Linux), networking protocols, and hardware.
• Proficiency in troubleshooting common software applications and IT infrastructure issues.
• Excellent analytical and problem-solving skills.
• Strong communication and customer service skills, with the ability to explain technical concepts clearly.
• Experience with remote support tools and ticketing systems.
• Ability to work independently and manage workload effectively in a remote environment.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are highly desirable.
• Must be based in or able to work remotely from the Nelspruit, Mpumalanga region or within South Africa.
• A dedication to continuous learning and staying updated with technological advancements.

Benefits

• Fully remote working arrangement.
• Competitive salary and performance incentives.
• Opportunities for professional development and certifications.
• Exposure to a wide range of IT technologies and solutions.
• A collaborative and supportive remote team culture.
• Company-provided software and tools for remote work.