Technical Support Specialist

Placements24; Gqeberha; Hybrid; ZAR 260,000 - 380,000; Full time

Benefits offered by this job

Remote-first work

Home office allowance

Training & certifications

Generous leave

Retirement plan

Job summary

Placements24 is seeking a skilled Technical Support Specialist to join a globally distributed team. This fully remote role is based from Port Elizabeth, Eastern Cape, and focuses on diagnosing and resolving hardware, software, and network issues for end-users via email, chat and phone.

You will document cases in the ticketing system, develop knowledge base articles, and collaborate with IT peers to improve system reliability.

Qualifications

• Minimum of 3 years in technical support or IT.
• Experience with Windows and/or macOS.
• Experience with TCP/IP, DNS and VPN.
• Excellent communication to explain tech to non-technical users.
• Experience with remote support tools and ticketing systems.
• Ability to work independently in a remote setting.
• Certifications like CompTIA A+, Network+ are a plus.
• A Diploma or Bachelor's degree in IT/CS is advantageous.

Responsibilities

• Provide remote technical support to end-users via email, chat and phone.
• Diagnose and resolve hardware, software, or network issues.
• Install, configure, and troubleshoot operating systems and applications.
• Maintain records of support requests in the ticketing system.
• Develop and update technical documentation and knowledge base articles.
• Assist with system monitoring and performance tuning.
• Educate users on best practices for security.
• Collaborate with IT teams to improve reliability.

Skills

Windows

macOS

TCP/IP

DNS

VPN

Troubleshooting

Remote support tools

Ticketing systems

Customer communication

Independence

Education

Diploma or Bachelor's in IT/CS

Tools

Remote desktop tools

Job description

About the Role Our client is seeking a skilled Technical Support Specialist to join their growing team, contributing remotely from Port Elizabeth, Eastern Cape. In this role, you will be responsible for providing expert technical assistance to users, diagnosing and resolving hardware and software issues, and ensuring the smooth operation of our client's systems. You will be an essential part of a globally distributed team, offering support via remote channels such as email, chat, and phone. This is a fully remote position that requires a self-motivated individual with excellent troubleshooting skills and a commitment to delivering exceptional technical support. If you thrive on solving technical challenges and enjoy working independently, this role is for you.

Key Responsibilities

• Provide remote technical support to end-users experiencing hardware, software, or network issues.
• Diagnose and resolve technical problems efficiently, escalating complex issues as needed.
• Install, configure, and troubleshoot operating systems, applications, and hardware.
• Maintain accurate records of technical support requests and resolutions in the ticketing system.
• Develop and update technical documentation, user guides, and knowledge base articles.
• Assist with system monitoring and performance tuning to ensure optimal functionality.
• Educate users on best practices for system usage and security.
• Collaborate with IT teams to implement solutions and improve system reliability.
• Stay up-to-date with the latest technology trends and security best practices.

Requirements

• Minimum of 3 years of experience in technical support or a similar IT role.
• Strong understanding of Windows and/or macOS operating systems.
• Experience with network troubleshooting (TCP/IP, DNS, VPN).
• Proficiency in diagnosing and resolving hardware and software issues.
• Excellent communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Experience with remote support tools and ticketing systems.
• Ability to work independently and manage your workload effectively in a remote setting.
• Relevant certifications (e.g., CompTIA A+, Network+) are a plus.
• A Diploma or Bachelor's degree in Computer Science, IT, or a related field is advantageous.

Benefits

• Competitive annual salary of R.
• Fully remote work arrangement offering unparalleled flexibility.
• Allowance for home office setup and internet expenses.
• Opportunities for ongoing professional training and certifications.
• Access to a diverse range of technical challenges and learning experiences.
• A collaborative and supportive remote team environment.
• Generous annual leave entitlement.
• Contribution to a retirement savings plan.