Technical Support Specialist

Placements24; Rustenburg; On-site; ZAR 350,000 - 500,000; Full time

Benefits offered by this job

Health insurance

Training opportunities

Career advancement

On-site amenities

Job summary

Placements24 in Rustenburg is seeking a highly skilled Technical Support Specialist to join our client’s team. You will be the primary contact for customers facing technical issues with software and hardware products, diagnosing problems and delivering effective solutions.

You will work with a collaborative, fast-paced environment, provide Tier 2/3 support, document activities in the CRM, and help build a knowledge base to empower customers and reduce repeat inquiries.

Qualifications

• Minimum of 3 years in a technical support or helpdesk role.
• Strong knowledge of Windows, macOS, Linux, and networking fundamentals.
• Experience with remote desktop tools and ticketing systems (Zendesk, ServiceNow).
• Ability to explain technical issues to non-technical users.
• Relevant certifications such as CompTIA A+, Network+, or MCSA are desirable.

Responsibilities

• Provide Tier 2 and Tier 3 support via phone, email, and tickets.
• Diagnose and resolve complex hardware, software, and network issues.
• Document all interactions and resolutions in the CRM.
• Escalate unresolved issues with detailed information.
• Develop and maintain knowledge base articles and FAQs.
• Collaborate with engineering and product teams to identify bugs and improvements.

Skills

Analytical thinking

Troubleshooting

Communication

Customer service

Tools

Zendesk

ServiceNow

Job description

About the Role

Our client is seeking a highly skilled and detail-oriented Technical Support Specialist to join their dedicated team in Rustenburg . In this critical role, you will be the primary point of contact for customers experiencing technical difficulties with our software and hardware products. Your expertise in diagnosing and resolving complex technical issues will be essential in maintaining high levels of customer satisfaction and operational efficiency. We are looking for a proactive problem-solver with a deep understanding of IT systems and a passion for delivering outstanding support in a collaborative, fast-paced environment.

Key Responsibilities

• Provide Tier 2 and Tier 3 technical support to customers via phone, email, and ticketing system.
• Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.
• Document all support activities, resolutions, and customer interactions accurately in the CRM.
• Escalate unresolved issues to senior engineers or relevant departments with detailed information.
• Develop and maintain technical documentation, knowledge base articles, and FAQs for customer self-service.
• Collaborate with engineering and product teams to identify product bugs and areas for improvement.

Requirements

• Minimum of 3 years of experience in a technical support or helpdesk role.
• Strong knowledge of operating systems (Windows, macOS, Linux), network protocols, and common software applications.
• Experience with remote desktop tools and ticketing systems (e.g., Zendesk, ServiceNow).
• Excellent analytical and problem-solving skills, with a systematic approach to troubleshooting.
• Ability to communicate technical information clearly to both technical and non-technical users.
• Relevant certifications such as CompTIA A+, Network+, or MCSA are highly desirable.

Benefits

• Competitive annual salary and potential for annual bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Opportunities for ongoing training and professional certifications .
• A supportive team environment with clear paths for career advancement.
• On-site amenities and a positive workplace culture in Rustenburg .