Technical Support Specialist

Our client is seeking a proficient Technical Support Specialist to join their team in Stellenbosch, Western Cape, ZA . This role offers a hybrid work arrangement, combining the benefits of remote work with essential on-site collaboration. As a Technical Support Specialist, you will be responsible for providing expert assistance to users encountering technical issues with our software and hardware products. You will diagnose problems, offer effective solutions, and ensure user satisfaction through timely and professional support.

The ideal candidate possesses strong technical acumen, excellent problem-solving skills, and a dedication to customer service. This position requires you to be comfortable working both remotely and from our Stellenbosch, Western Cape, ZA office, contributing to a seamless support operation. You will play a key role in troubleshooting complex technical challenges, documenting solutions, and contributing to the improvement of our support processes and resources.

This is a great opportunity for an IT professional looking to grow their career in a dynamic and supportive environment. You will be interacting with a diverse user base, requiring clear communication and a patient approach. Our client values innovation and continuous improvement, and this role is central to achieving those goals.

• Provide high-level technical support for software and hardware issues via phone, email, and chat.
• Diagnose, troubleshoot, and resolve complex technical problems reported by users.
• Guide users through step-by-step solutions for technical issues.
• Escalate unresolved issues to senior technical staff or development teams when necessary.
• Document all support interactions, resolutions, and technical procedures in the knowledge base.
• Install, configure, and maintain software applications and system updates.
• Assist in the testing and deployment of new product features or updates.
• Proactively identify potential technical issues and provide preventative solutions.
• Contribute to user training materials and documentation.
• Maintain a high level of customer satisfaction through effective problem-solving and communication.

• Proven experience as a Technical Support Specialist, IT Helpdesk, or similar role.
• Strong knowledge of operating systems (Windows, macOS), networking concepts, and common software applications.
• Experience troubleshooting hardware and software issues.
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills, with the ability to explain technical concepts clearly.
• Ability to work effectively in a hybrid environment, balancing remote and in-office responsibilities in Stellenbosch, Western Cape, ZA.
• Customer-focused with a patient and empathetic demeanor.
• Relevant IT certifications are a plus.
• Bachelor's degree in Computer Science, Information Technology, or a related field is advantageous.

• Competitive salary and benefits package.
• Hybrid work flexibility.
• Opportunities for professional development and certifications.
• Collaborative and innovative work environment.
• Access to modern technology and tools.
• Paid time off.
• Potential for career growth within the company.