Technical Support Engineer - Remote

Placements24; Upington; Hybrid; ZAR 300,000 - 600,000; Full time

Benefits offered by this job

Remote work environment with flexible,

Home office setup allowance

Equipment provided

Job summary

Placements24 is seeking a technically adept Technical Support Engineer to join a fully remote global team operating in South Africa. You will handle advanced support for software and hardware, troubleshoot complex issues, and contribute to knowledge bases from your home office.

The role requires 4+ years in technical support, strong OS/networking knowledge, and excellent communication. Remote work flexibility is offered with comprehensive benefits and ongoing professional development.

Qualifications

• Bachelor's degree or equivalent practical experience.
• 4+ years in technical support, system administration, or field service engineering.
• Strong knowledge of Windows, macOS, Linux, TCP/IP, DNS, DHCP.
• Excellent communication and customer-facing skills.
• Proficient with remote support tools and ticketing systems (Jira Service Management, Zendesk).
• Able to work independently in a remote setting.
• Certifications such as CompTIA A+, Network+, or Microsoft certifications desirable.
• Eligible to work remotely in South Africa.

Responsibilities

• Provide expert-level technical support via remote channels (phone, email, chat, remote sessions).
• Diagnose, troubleshoot, and resolve software, network, and hardware issues.
• Guide customers through troubleshooting procedures with clear steps.
• Analyze support trends and identify potential system improvements.
• Escalate complex issues to senior engineers with diagnostic information.
• Create, maintain, and update technical documentation and knowledge bases.
• Collaborate with product/engineering to relay feedback and suggest enhancements.
• Monitor system performance and recommend optimizations.
• Stay updated on technology trends and best practices relevant to the role.
• Document all activities in the CRM and ticketing systems.

Skills

Troubleshooting

Remote work

Customer communication

Time management

Education

Bachelor's degree

Equivalent experience

Tools

Jira Service Management

Zendesk

Job description

About the Role

Our client, a cutting-edge technology firm, is seeking a highly skilled Technical Support Engineer to join their fully remote global team. This position offers the ultimate flexibility of working from home anywhere in South Africa, focusing on providing advanced technical assistance and problem resolution for complex software and hardware issues. The ideal candidate is deeply analytical, possesses excellent troubleshooting capabilities, and excels in a remote-first, autonomous work environment. As a key member of the technical support division, you will be instrumental in ensuring customer satisfaction and maintaining the high performance and reliability of our client's innovative solutions. Your home office will be your hub for impacting customer success.

Key Responsibilities

• Provide expert-level technical support to customers via remote channels, including phone, email, chat, and remote desktop sessions.
• Diagnose, troubleshoot, and resolve intricate technical issues related to software applications, network infrastructure, and hardware.
• Guide customers through complex troubleshooting procedures and provide clear, concise solutions.
• Analyze support trends and proactively identify potential system issues or areas for improvement.
• Escalate unresolved or highly complex issues to senior engineers or development teams, providing detailed diagnostic information.
• Create, maintain, and update technical documentation, knowledge base articles, and troubleshooting guides.
• Collaborate closely with product development and engineering teams to relay customer feedback and suggest product enhancements.
• Monitor system performance and provide recommendations for optimization.
• Stay abreast of the latest technological advancements and industry best practices relevant to the role.
• Ensure all support activities are meticulously documented in the CRM and ticketing systems.

Requirements

• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 4 years of experience in technical support, system administration, or as a field service engineer, with a strong focus on complex problem-solving.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols (TCP/IP, DNS, DHCP), and common software architectures.
• Proven ability to troubleshoot complex hardware and software issues.
• Excellent communication, interpersonal, and customer-facing skills, with the ability to articulate technical concepts clearly.
• Proficiency with remote support tools, diagnostic utilities, and ticketing systems (e.g., Jira Service Management, Zendesk).
• Demonstrated ability to work independently and manage time effectively in a remote setting.
• Must possess a reliable high-speed internet connection and a dedicated, professional home office environment.
• Certifications such as CompTIA A+, Network+, or Microsoft certifications are highly desirable.
• Must be legally authorized to work remotely in South Africa.

Benefits

• Highly competitive salary and substantial performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Generous retirement savings plan with company contributions.
• Extensive opportunities for continuous learning, professional development, and career progression.
• Fully remote work environment with flexible scheduling options.
• Company-provided high-end equipment and home office setup allowance.
• Generous vacation time, sick leave, and public holidays.
• Access to industry conferences and training programs.