Technical Support Specialist - Sandton

Placements24; Sandton; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Competitive salary

Performance-based incentives

Medical and dental insurance

Provident fund

Generous leave allowances

Job summary

Placements24 is seeking a Technical Support Specialist for a hybrid role in Sandton, Gauteng. You will provide Tier 2 and 3 support, diagnose hardware/software/network issues, and collaborate with engineering and sales teams to ensure smooth onboarding of new clients.

The ideal candidate has strong communication skills, experience with Jira Service Management and Zendesk, and is comfortable working in a hybrid model with remote and in-office responsibilities in Sandton.

Qualifications

• Experience as Technical Support Specialist or similar IT support role.
• In-depth knowledge of Windows, macOS, Linux, networking protocols, and common software.
• Experience with hardware troubleshooting and diagnostics.
• Proficiency with remote support tools and ticketing systems (Jira Service Management, Zendesk).
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication and customer service skills; able to explain technical concepts to non-technical users.
• Hybrid work capability with in-office presence in Sandton.
• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft) desirable.

Responsibilities

• Provide Tier 2 and Tier 3 technical support via phone, email, and remote tools.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues.
• Escalate complex problems to engineering or development teams as needed.
• Document issues, steps, and resolutions in the ticketing system.
• Create and maintain technical documentation and user guides.
• Assist in testing and deployment of new software and hardware solutions.
• Educate customers on product features and best practices.
• Collaborate with sales and implementation teams for smooth onboarding.
• Participate in meetings and service-improvement initiatives.

Skills

Proven experience

OS knowledge

Networking

Analytical thinking

Communication

Tools

Jira Service Management

Zendesk

Job description

About the Role

Our client is seeking a highly skilled and motivated Technical Support Specialist to join their innovative team in Sandton, Gauteng . This hybrid role requires an individual with a strong technical aptitude and a passion for resolving complex issues for our valued customers. You will be at the forefront of providing exceptional support, diagnosing problems, and delivering effective solutions across a range of our client's products and services. The ideal candidate is a proactive problem-solver, an excellent communicator, and adept at working both independently and collaboratively. This position offers a blend of remote flexibility and in-office collaboration, making it an ideal opportunity for those seeking a dynamic and engaging career.

Key Responsibilities

• Provide Tier 2 and Tier 3 technical support to customers via phone, email, and remote access tools.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues.
• Escalate complex technical problems to engineering or development teams as needed.
• Document all technical issues, troubleshooting steps, and resolutions accurately in the ticketing system.
• Create and maintain technical documentation, knowledge base articles, and user guides.
• Assist in the testing and deployment of new software and hardware solutions.
• Educate customers on product features and best practices to prevent future issues.
• Collaborate with the sales and implementation teams to ensure smooth onboarding of new clients.
• Participate in team meetings, contributing to service improvement initiatives.

Requirements

• Proven experience as a Technical Support Specialist or in a similar IT support role.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
• Experience with hardware troubleshooting and diagnostics.
• Proficiency in using remote support tools and ticketing systems (e.g., Jira Service Management, Zendesk).
• Strong analytical and problem-solving skills with meticulous attention to detail.
• Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.
• Ability to work effectively in a hybrid model, managing time between remote and in-office responsibilities in Sandton.
• Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are highly desirable.
• A proactive approach to learning new technologies and staying updated with industry trends.

Benefits

• competitive salary
• performance-based incentives
• medical and dental insurance
• a provident fund
• generous leave allowances

Employees benefit from a collaborative and innovative work environment, with ample opportunities for professional development, training, and career advancement.

The hybrid work model provides flexibility, allowing for a better work-life balance.

Join our client in Sandton and become part of a team that is committed to technological excellence and customer satisfaction.