Virtual Technical Support Engineer - WhatJobs Direct

Placements24; Mtubatuba Local Municipality; Hybrid; ZAR 300,000 - 540,000; Full time

Benefits offered by this job

Health insurance

Remote work stipend

Training & certifications

Career advancement

Annual leave

Job summary

Placements24 is seeking a highly skilled Virtual Technical Support Engineer to provide expert assistance to its diverse client base. This fully remote role in South Africa involves diagnosing and resolving complex issues for users of the company's software solutions, collaborating with engineering and product teams to identify root causes and implement effective fixes.

The ideal candidate has strong technical acumen, excellent communication skills in English, and a proactive approach to

Qualifications

• Proven experience as a Technical Support Engineer or similar advanced role.
• Strong OS (Windows, macOS, Linux), networking and cloud knowledge.
• Excellent problem-solving and analytical abilities.
• Clear English communication to technical and non-technical users.
• Experience with ticketing systems and remote support tools.
• Ability to work independently in a remote setting.
• Bachelor's degree in CS/IT or related field preferred.
• CompTIA certs desirable.

Responsibilities

• Provide advanced technical support and troubleshooting.
• Diagnose and resolve complex issues, escalate when needed.
• Explain solutions clearly to all users.
• Document issues and workarounds in the knowledge base.
• Collaborate with dev and QA to fix bugs.
• Maintain technical documentation and training materials.
• Monitor system performance and proactively spot issues.
• Advise customers on best practices.
• Stay up-to-date with product suite and tech.

Skills

Technical support

Remote work

Problem solving

Communication

Networking

Cloud technologies

Time management

English language

Education

Bachelor's degree in CS/IT

Tools

Ticketing systems

Remote support tools

Job description

About the Role

Our client, a fast-growing technology firm, is looking for a highly skilled and motivated Virtual Technical Support Engineer to provide expert assistance to their diverse client base. This is a fully remote position, offering you the flexibility to work from anywhere in South Africa. You will be responsible for diagnosing and resolving complex technical issues for customers using our client's innovative software solutions. The ideal candidate possesses a strong technical acumen, exceptional problem-solving skills, and a commitment to delivering outstanding support. You will work closely with engineering and product teams to identify root causes of issues and implement effective solutions. This role is crucial for ensuring customer satisfaction and the smooth operation of our client's services. We are seeking a self-starter who thrives in a remote environment and is dedicated to continuous learning and technical excellence. This is a fantastic opportunity to join a dynamic, forward-thinking company that values its remote workforce. The role is based in Richards Bay, KwaZulu-Natal, ZA but is fully remote.

Key Responsibilities

• Provide advanced technical support and troubleshooting for customers experiencing software or hardware issues.
• Diagnose, troubleshoot, and resolve complex technical problems, escalating when necessary.
• Communicate technical solutions clearly and effectively to both technical and non-technical users.
• Document technical issues, solutions, and workarounds in the knowledge base.
• Collaborate with development and QA teams to identify, replicate, and resolve software bugs.
• Contribute to the creation and maintenance of technical documentation, FAQs, and training materials.
• Monitor system performance and identify potential issues before they impact users.
• Provide proactive guidance to customers on best practices for utilizing the client's products.
• Maintain up-to-date knowledge of the client's product suite and relevant technologies.

Requirements

• Proven experience as a Technical Support Engineer or in a similar advanced technical role, preferably in a remote capacity.
• Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and cloud technologies.
• Excellent problem-solving and analytical skills.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly in English.
• Experience with ticketing systems and remote support tools.
• Ability to work independently, manage time effectively, and meet deadlines in a remote setting.
• Relevant certifications (e.g., CompTIA A+, Network+, Cloud+) are highly desirable.
• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• Proactive attitude and a passion for technology and customer satisfaction.

Benefits

• Highly competitive salary commensurate with experience.
• Comprehensive health, dental, and vision insurance.
• Generous remote work stipend for home office setup and internet.
• Opportunities for advanced technical training and certifications.
• Collaborative and innovative remote work culture.
• Access to cutting-edge tools and technologies.
• Significant opportunities for career advancement.
• Annual leave and company holidays.