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Tier 3 Technical Support Specialist | Remote

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
South Africa

Offer summary

Qualifications:

Experienced in technical support, Proficient in Windows and Linux, Knowledgeable in cloud solutions.

Key responsabilities:

  • Deliver advanced technical support
  • Manage and optimize cloud solutions
  • Provide exceptional customer service
  • Escalate high-priority issues as needed
  • Document processes for efficient issue tracking
DevFinders logo
DevFinders
11 - 50 Employees
About DevFinders
DevFinders is part of a larger group that is a dynamic web and digital agency based in London working with team members across the globe. We work with clients in a range of sectors, from well-known brands to innovative start-ups. Whether you’re an employer looking for staff, or a candidate aiming to change or grow your career, we offer the recruitment industry expertise and in-depth knowledge of the job market. By choosing us, you’ll add real value to your recruitment process or job search.
See more DevFinders offers

Job description

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

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Service-Level AgreementInternal DocumentationMicrosoft Office 365Incident ManagementLinux DistributionCloud ManagementTechnical SupportMicrosoft Operating Systems

Other Skills

  • Time Management
  • Customer Service
  • Problem Solving
  • Proactivity
  • Collaboration
Are you interested?

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