Technical Support Specialist II

Placements24; Gqeberha; Híbrido; ZAR 240 000 - 300 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

Remote work

Certifications reimbursement

Paid time off

Retirement plan

Resumo da oferta

Placements24 is seeking a Technical Support Specialist II for our distributed support team. This remote-friendly role bases operations in Port Elizabeth, Eastern Cape, South Africa, and focuses on advanced technical assistance for complex software and hardware issues.

You will diagnose problems across Windows, macOS, and Linux, leverage tools like Zendesk and Jira, and collaborate with engineering to resolve high-severity issues while building knowledge resources for the team.

Qualificações

• 3–5 years in a technical support or helpdesk role.
• Diagnose and resolve complex issues across Windows/macOS/Linux.
• Strong networking knowledge (TCP/IP, DNS, firewalls).
• Experience with remote desktop tools and ticketing systems.
• Experience with PowerShell or Python is a plus.
• Ability to work independently in a remote environment.

Responsabilidades

• Provide Tier 2 and Tier 3 technical support via phone, email, and remote tools.
• Diagnose, troubleshoot, and resolve complex software/hardware issues.
• Analyze problems, identify root causes, and implement solutions.
• Escalate critical issues with detailed documentation and steps to reproduce.
• Create and maintain technical knowledge base and guides.
• Assist in testing new software releases and updates.

Conhecimentos

Technical support

Troubleshooting

Networking

Remote support

Communication

Scripting

Formação académica

Bachelor's degree in CS/IT or equivalent

Ferramentas

Zendesk

Jira Service Management

Descrição da oferta de emprego

About the Role

Our client, a fast-growing enterprise software company, is seeking a skilled and resourceful Technical Support Specialist II to join their distributed support team. This role is primarily remote, allowing you to work from the comfort of your home office, with the operational base in Port Elizabeth, Eastern Cape . You will be responsible for providing advanced technical assistance to customers, diagnosing complex software and hardware issues, and ensuring swift, effective resolutions. This position is ideal for a problem-solver with a strong technical aptitude and a passion for delivering exceptional support, offering significant opportunities for professional growth within a global organization.

Key Responsibilities

• Provide Tier 2 and Tier 3 technical support to customers via phone, email, and remote assistance tools.
• Diagnose, troubleshoot, and resolve complex technical issues related to the company's software products.
• Analyze technical problems, identify root causes, and implement effective solutions.
• Escalate critical issues to engineering and development teams, providing detailed technical documentation and reproduction steps.
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Assist in testing new software releases and updates, providing feedback on functionality and potential issues.
• Guide customers through complex configurations and integrations.
• Monitor system performance and proactively address potential issues.
• Collaborate with other support team members and departments to share knowledge and best practices.
• Ensure all support activities are logged accurately and efficiently in the ticketing system.

Requirements

• Minimum of 3-5 years of experience in a technical support or helpdesk role, with a focus on software support.
• Proven ability to diagnose and resolve complex technical problems with various operating systems (Windows, macOS, Linux) and applications.
• Strong understanding of networking concepts (TCP/IP, DNS, firewalls) and troubleshooting techniques.
• Excellent analytical and problem-solving skills.
• Proficiency in using remote desktop tools and ticketing systems (e.g., Zendesk, Jira Service Management).
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Experience with scripting languages (e.g., PowerShell, Python) is a significant advantage.
• Ability to work independently in a remote environment and manage time effectively.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

Benefits

• Competitive salary with potential for annual bonuses.
• Comprehensive health, dental, and vision insurance.
• Remote work flexibility, allowing you to work from anywhere in SA.
• Opportunities for continuous learning and professional certifications.
• Generous paid time off and company holidays.
• Access to state-of-the‑art support tools and resources.
• A collaborative and supportive team culture.
• Retirement savings plan.