Remote Support Technician

2 weeks ago

Johannesburg, South Africa FS Systems International Full time

**Purpose (Summary of the role)**

The Remote Support Technician plays a critical role in ensuring the seamless operation, maintenance, and support of our cloud-based systems and services. You will collaborate with clients and internal teams to troubleshoot technical issues, provide timely resolutions, and offer expert guidance to optimize their cloud infrastructure.

**Minimum Requirements (What we need from you)**

**Experience**:

- Proven experience in cloud support, remote technical support, or related roles.
- Proven experience in the setup and management of control room systems and processes will be highly beneficial.
- Strong troubleshooting skills and the ability to diagnose and resolve complex technical issues.
- Excellent communication skills, both written and verbal.
- Self-motivated, able to work independently in a remote environment.

Qualifications:
National Diploma in Computer Science, Information Technology, or related field (**or equivalent work experience**).

**Duties & Responsibilities (What you would be required to do)**

1. Infrastructure Management:

- Monitor cloud performance, identify bottlenecks, and recommend optimization strategies.
- Implement and maintain security measures to safeguard data and systems.

2. Remote Technical Support:

- Respond promptly to client inquiries and technical issues via remote communication channels.
- Provide step-by-step guidance to clients for system configurations, software installations, and troubleshooting

3. Incident Resolution:

- Investigate and resolve incidents within defined service level agreements (SLAs), minimizing downtime and disruption for clients.
- Escalate complex issues to higher-level support when necessary, ensuring effective issue resolution.

4. Documentation:

- Create detailed technical documentation for client configurations, troubleshooting steps, and best practices.
- Maintain a comprehensive knowledge base with articles and solutions for common issues, facilitating efficient support.

5. Collaboration and Communication:

- Clearly communicate technical information to both technical and non-technical clients, fostering a strong client relationship.

6. Problem Solving:

- Analyze system logs, performance metrics, and error messages to identify root causes of technical issues.
- Develop innovative solutions and workarounds for complex problems to minimize client impact.

7. Training and Guidance:

- Provide training sessions and workshops for clients to help them understand and effectively use cloud services.
- Offer proactive guidance on best practices, cost optimization, and cloud resource management.

8. Client Relationship Management:

- Build and maintain strong relationships with clients, understanding their business objectives and technical requirements.
- Proactively communicate with clients to provide updates, gather feedback, and ensure overall satisfaction.

**Closing Date: 18th August 2023**

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- Diploma (preferred)

**Experience**:

- Cloud Monitoring Support: 2 years (preferred)

Application Deadline: 2023/08/18
Expected Start Date: 2023/09/01

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