Tier 3 Technical Support Specialist | Remote

We are thrilled to announce an opportunity for a Tier 3 Technical Support Specialist in a remote role, seeking an experienced professional who is ready to start immediately. This critical position offers a broad scope of responsibilities integral to our operational success, allowing you to make a significant impact on our clients' outcomes.

In this role, your primary focus will be to deliver advanced technical support and resolve complex issues across Windows and Linux operating systems, ensuring smooth and efficient system performance. You will also play a key role in managing and optimizing our cloud solutions, including Office 365, Redstor, and Barracuda, tailored to support both client and internal infrastructures.

Collaboration is central to this role; you’ll work directly with clients to facilitate and implement infrastructure and cloud projects, ensuring successful outcomes and high client satisfaction—a core value of our service approach. Additionally, you will oversee the testing and maintenance of redundant systems, providing clients with a dependable and robust infrastructure.

If you are a seasoned IT professional who thrives in dynamic environments and is eager to drive impactful improvements, we encourage you to apply for this exciting opportunity.

Responsibilities:

• Be the first point of contact for clients, providing exceptional customer service and technical support.
• Manage incoming requests, incidents, and requests from the help desk, ensuring timely and efficient resolution.
• Provide customers with timely updates on cases, adhering to agreed Service Level Agreements (SLAs).
• Escalate high-priority issues to management, ensuring prompt and effective action.
• Complete regular tasks in line with Service Desk procedures, maintaining a high standard of service delivery.
• Review daily priorities and take appropriate action to ensure results are achieved, demonstrating proactivity and problem-solving skills.
• Monitor the integrity and status of customer sites, ensuring usage, revisions, views, and reporting align with customer business requirements.
• Install, test, maintain, and repair hardware and software, ensuring smooth and reliable operation.
• Document processes and log tickets for open work, ensuring efficient tracking and resolution of issues.

What’s in it for you:

• Salary: R20,000 - R25,000 per month depending on experience
• 40 days paid holiday annually
• Fully remote working

Must-Have Skills:

• Minimum 5 years relevant experience.
• Configuration and implementation of cyber essentials and GDPR security standards.
• Proficiency in Office 365 Cloud services (Email, SharePoint, Teams, OneDrive).
• Experience in network infrastructure maintenance and installations (Routers, Switches, AP’s, DHCP, DNS, TCP/IP, Firewalls, VLAN’s).
• Ability to proactively support and collaborate with service providers.
• Strong understanding and adherence to industry best practices.
• Expertise in Windows Server 2016, 2019, 2022 (including Group Policies, Security Policies, etc).
• Experience with Azure administration and implementations.
• Comprehensive knowledge of Windows 10, Windows 11, and Mac operating systems.
• Familiarity with different client builds/imaging.
• Excellent customer support, written and verbal communication skills.
• Proven ability to problem-solve and find effective solutions.