Technical Support Engineer

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 350,000 - 520,000; Full time

Job summary

Placements24 is seeking a Technical Support Engineer for a remote role based near Nelspruit, Mpumalanga. You will be the frontline expert handling Tier 2/3 support requests, diagnosing issues across Windows, macOS and Linux, and coordinating with engineering for permanent fixes.

Ideal candidates have 3+ years in technical IT support, strong networking basics, and excellent communication. A remote-first environment with flexible hours and ongoing learning opportunities awaits.

Qualifications

• Minimum 3 years of experience in technical/IT support.
• Strong knowledge of Windows, macOS and Linux OS, networking basics.
• Ability to diagnose, troubleshoot and document complex issues.

Responsibilities

• Provide Tier 2 and Tier 3 remote support via phone, email, chat.
• Diagnose, troubleshoot, and resolve hardware, software, and networking issues.
• Document root causes and implement permanent fixes.
• Escalate unresolved issues with detailed documentation.
• Develop and maintain technical knowledge base articles.
• Collaborate with product teams to improve support.
• Manage and prioritize support tickets for timely resolution.
• Stay updated with product updates and tech trends.

Skills

Technical support

Windows OS

macOS

Linux

Networking

Remote tools

Education

Bachelor's degree in Computer Science or IT

CompTIA A+ / Network+ / CCNA

Job description

About the Role

Our client is seeking an experienced and highly motivated Technical Support Engineer to join their innovative team. This role is based remotely, offering flexibility to candidates with a proven ability to provide exceptional technical assistance. The ideal candidate will be adept at diagnosing and resolving complex technical issues across a range of software and hardware platforms. You will be a critical point of contact for clients requiring advanced support, ensuring minimal disruption to their operations. This position demands a strong technical aptitude, excellent problem-solving skills, and a commitment to delivering outstanding customer service. If you thrive in a challenging, remote‑first environment and are passionate about technology, this opportunity in Nelspruit, Mpumalanga is for you.

Key Responsibilities

• Provide Tier 2 and Tier 3 technical support to customers via remote channels (phone, email, chat, remote desktop).
• Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.
• Analyze technical problems, identify root causes, and implement permanent solutions.
• Escalate unresolved issues to appropriate engineering or development teams with detailed documentation.
• Develop and maintain technical documentation, including user guides, FAQs, and knowledge base articles.
• Collaborate with product development teams to provide feedback on product performance and identify areas for improvement.
• Assist in the development and delivery of technical training sessions for clients and internal staff.
• Manage and prioritize support tickets to ensure timely resolution of customer issues.
• Contribute to the continuous improvement of support processes and tools.
• Stay current with technological advancements and our client's product updates.

Requirements

• Minimum of 3 years of experience in a technical support or IT support role.
• Strong understanding of operating systems (Windows, macOS, Linux), networking concepts (TCP/IP, DNS, DHCP), and common software applications.
• Proficiency in diagnosing and resolving hardware and software issues.
• Excellent analytical and problem-solving skills with the ability to think critically under pressure.
• Exceptional communication and interpersonal skills, with the ability to explain technical information clearly to non-technical users.
• Experience with remote support tools and ticketing systems.
• Relevant technical certifications (e.g., CompTIA A+, Network+, CCNA) are a plus.
• Ability to work independently and manage time effectively in a remote setting.
• A Bachelor's degree in Computer Science, Information Technology, or a related field is advantageous.
• Must be eligible to work remotely and reside within a feasible time zone for collaboration with Nelspruit, Mpumalanga based teams.

Benefits

• Competitive salary and remote work allowance.
• Flexible working hours, supporting a healthy work‑life balance.
• Opportunity to work with a leading technology company and its innovative products.
• Access to continuous learning and professional development resources.
• A dynamic and collaborative remote team environment.
• Direct impact on customer satisfaction and product success.