Technical Support Specialist (Tier 2)

Placements24; Mossel Bay; Hybrid; ZAR 250,000 - 400,000; Full time

Benefits offered by this job

Fully remote

Health insurance

Paid time off

Certifications support

Company equipment

Job summary

Placements24 is seeking a highly capable Technical Support Specialist (Tier 2) to resolve escalated software and system issues for our cloud-based solutions. This fully remote role requires deep diagnostic skills across Windows, macOS and Linux, strong communication, and meticulous documentation in the ticketing system.

You will mentor Tier 1, coordinate with engineering, and ensure SLA targets are met. Based in Mossel Bay, Western Cape, you can work from home while aligning with a remote-first

Qualifications

• Proven experience in a Tier 2 or higher technical support role.

Responsibilities

• Provide advanced technical support to customers, addressing complex software and system issues escalated from Tier 1.

Skills

Tier 2 support

Windows/macOS/Linux

Communication

Remote work discipline

Education

Bachelor's degree in CS/IT (preferred)

CompTIA A+/Network+ (desirable)

Tools

Zendesk

Jira Service Management

Remote desktop tools

Job description

About the Role

Our client, a leader in cloud-based software solutions, is looking for a highly skilled Technical Support Specialist (Tier 2) to join their dedicated support team. This role is ideal for individuals with a deep understanding of complex technical issues and a passion for helping users navigate them. You will be responsible for resolving escalated technical problems, providing in-depth troubleshooting, and ensuring client satisfaction with our software. This position offers a fully remote work arrangement, providing you with the flexibility to work from your home office. We are seeking candidates who are adept at diagnosing intricate issues and communicating technical solutions clearly and concisely. Join our innovative team and contribute to delivering exceptional technical support from anywhere, with our base in **Mossel Bay, Western Cape**.

Key Responsibilities

• Provide advanced technical support to customers, addressing complex software and system issues escalated from Tier 1.
• Diagnose, troubleshoot, and resolve hardware, software, and network-related problems.
• Document all technical issues, troubleshooting steps, and resolutions thoroughly in the support ticketing system.
• Communicate technical solutions effectively to both technical and non-technical users.
• Collaborate with engineering and product development teams to identify and report bugs or product enhancements.
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Mentor and provide guidance to Tier 1 support staff.
• Stay updated on product knowledge and industry best practices for technical support.
• Ensure adherence to service level agreements (SLAs) for issue resolution times.
• Contribute to the continuous improvement of support processes and customer satisfaction metrics in a remote setting.

Requirements

• Proven experience in a Tier 2 or higher technical support role.
• Strong knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Excellent diagnostic and problem-solving skills with a meticulous attention to detail.
• Ability to work independently and manage priorities effectively in a remote environment.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, Jira Service Management).
• Relevant technical certifications (e.g., CompTIA A+, Network+) are highly desirable.
• Bachelor's degree in Computer Science, Information Technology, or a related field is a plus.
• Ability to work flexible hours if required to meet customer needs.
• Dedicated home office setup with reliable high-speed internet.

Benefits

• Annual salary of R , fully remote.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid vacation and sick leave.
• Opportunities for certifications and professional development.
• A flexible remote work environment.
• Access to cutting-edge technology and tools.
• Company-provided equipment.
• Retirement savings plan.
• Life insurance policy.
• Potential for performance bonuses.