Remote IT Support Specialist - Tier 2

Our client, a rapidly expanding international technology firm, is seeking a highly proficient and self-motivated Remote IT Support Specialist - Tier 2 to join their virtual support team. This position is crucial for providing advanced technical assistance and problem resolution to employees across various departments, all managed remotely. The ideal candidate will possess a deep understanding of IT infrastructure, network protocols, and a wide array of software applications.

You will be responsible for diagnosing and resolving complex technical issues that cannot be addressed by Tier 1 support, ensuring minimal disruption to business operations. This is a fully remote role, offering the flexibility to work from anywhere within South Africa, demanding excellent communication skills and the ability to work autonomously.

• Provide advanced technical support and troubleshooting for hardware, software, and network issues reported by end-users remotely.
• Diagnose and resolve complex problems escalated from Tier 1 support, including server, network, and application issues.
• Manage user accounts, permissions, and access rights across various systems.
• Install, configure, and upgrade operating systems, software applications, and hardware components.
• Develop and maintain IT documentation, including knowledge base articles, troubleshooting guides, and standard operating procedures.
• Monitor IT systems for performance issues and security threats, implementing proactive solutions.
• Assist with IT project implementations, upgrades, and migrations.
• Provide remote training and guidance to end-users on IT best practices and new technologies.
• Collaborate with other IT teams and vendors to resolve technical issues efficiently.
• Ensure compliance with company IT policies and security standards.

• Proven experience as an IT Support Specialist or in a similar technical support role, with a strong emphasis on remote support.
• Minimum of 3 years of experience in IT support, with at least 1 year in a Tier 2 capacity.
• In-depth knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common business applications.
• Strong understanding of network concepts (TCP/IP, DNS, DHCP, VPN) and troubleshooting.
• Experience with remote desktop tools and IT service management (ITSM) software.
• Excellent analytical and problem-solving skills.
• Superb written and verbal communication skills, with the ability to explain technical concepts clearly.
• Demonstrated ability to work independently, manage priorities, and meet deadlines in a remote setting.
• A stable internet connection and a dedicated home office setup are required.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are advantageous.

• Competitive annual salary of R, commensurate with experience.
• Fully remote work environment with flexible working hours.
• Opportunities for professional development, training, and certifications.
• Company-provided laptop and essential software licenses.
• Contribution towards home office setup and internet costs.
• A dynamic and supportive virtual team culture.
• Regular performance reviews and potential for career advancement within the IT department.