Tier 2 Technical Support Specialist (Remote) - Durban

Placements24; Durban; Hybrid; ZAR 320,000 - 520,000; Full time

Benefits offered by this job

Remote work

Medical coverage

Certification reimbursement

Training resources

Virtual industry conferences

Team social events

Job summary

Placements24 is seeking a highly skilled Tier 2 Technical Support Specialist for our remote-first team. You will resolve complex hardware and software issues, provide expert guidance to customers, and mentor Tier 1 staff across time zones.

Ideal candidates have 4+ years in technical support, strong OS/network knowledge, and certifications like CompTIA A+/Network+/CCNA. Remote-friendly, South Africa-based candidates preferred.

Qualifications

• Experience diagnosing and resolving complex technical issues across OSes and networks.
• Strong analytical approach to troubleshooting and clear customer communication.
• Experience with remote support tools and ticketing systems.

Responsibilities

• Diagnose and resolve complex technical hardware and software issues escalated from Tier 1 support.
• Provide expert technical guidance to customers via phone, email, and remote tools.
• Conduct in-depth troubleshooting, including log analysis and network tracing.
• Document solutions and procedures in the knowledge base.
• Collaborate with engineering to report bugs and test features.
• Train Tier 1 staff on advanced troubleshooting and product knowledge.
• Prioritize a queue of escalated tickets and ensure timely resolutions.
• Maintain clear communication with customers throughout resolution.
• Contribute to proactive support strategies to reduce incidents.
• Participate in remote team meetings and knowledge-sharing.

Skills

Operating systems (Windows/macOS/Linux

Networking protocols

Remote desktop tools

Diagnostic utilities

Analytical skills

Communication skills

Customer-facing support

Education

Certifications (CompTIA A+/Network+/CCNA)

Tools

Zendesk

Jira Service Desk

Job description

About the Role

Our client is seeking a highly skilled and experienced Tier 2 Technical Support Specialist to join their fully remote team. This critical role involves providing in-depth technical assistance and troubleshooting for complex customer issues, ensuring prompt and effective resolution. As a Tier 2 specialist, you will act as a crucial escalation point, leveraging your advanced technical expertise to support Tier 1 agents and directly assist customers with challenging technical problems. This is a remote-first position, demanding a proactive and self-driven individual capable of managing their workload and collaborating effectively with colleagues across different time zones. The ideal candidate will possess a strong technical background, excellent analytical skills, and a commitment to delivering unparalleled technical support. This is an exciting opportunity to contribute to a growing technology company while enjoying the benefits of remote work.

Key Responsibilities

• Diagnose and resolve complex technical hardware and software issues escalated from Tier 1 support.
• Provide expert technical guidance and solutions to customers via phone, email, and remote support tools.
• Conduct in-depth troubleshooting, including log analysis, system diagnostics, and network tracing.
• Document technical solutions, workarounds, and procedures in the knowledge base.
• Collaborate with engineering and product teams to report bugs, suggest improvements, and test new features.
• Train and mentor Tier 1 support staff on advanced troubleshooting techniques and product knowledge.
• Manage and prioritize a queue of escalated support tickets, ensuring timely resolution.
• Maintain clear and concise communication with customers throughout the resolution process.
• Contribute to the development of proactive support strategies to reduce future incidents.
• Participate actively in remote team meetings and knowledge-sharing sessions.

Requirements

• Minimum of 4 years of experience in technical support, with at least 2 years in a Tier 2 or equivalent advanced role.
• Strong understanding of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
• Proficiency with remote desktop tools, diagnostic utilities, and ticketing systems (e.g., Zendesk, Jira Service Desk).
• Excellent analytical and problem-solving skills with a methodical approach to troubleshooting.
• Superior communication and interpersonal skills, capable of explaining complex technical concepts to non-technical users.
• Ability to work independently, manage time effectively, and thrive in a remote work environment.
• Experience in a customer-facing technical support role is essential.
• Relevant certifications (e.g., CompTIA A+, Network+, CCNA) are highly desirable.
• Resides within South Africa and has a stable, high-speed internet connection for remote work.

Benefits

• This position offers a fully remote work arrangement, providing flexibility and autonomy.
• Our client provides a competitive salary, comprehensive medical and dental coverage, and a performance bonus structure.
• Professional development is highly valued, with access to online training resources, certification reimbursement, and opportunities to attend virtual industry conferences.
• You'll be part of a collaborative and supportive team culture, with regular virtual social events.
• Enjoy the convenience of working from your preferred location within South Africa.