Remote Support Technician (24/7 Shift Work)

SUMMARY:
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POSITION INFO:

Location: Cape Town (Century City), On-Site
Salary: R 300,000 – R 420,000 Annual CTC
Benefits: Medical Aid Contribution
Hours: Shift work required to cover a 24/7 support operation

The Role: Key Responsibilities & Daily Duties

As a Remote Support Technician, you will be the first point of contact for our client's industrial customers, providing critical technical support for their deployed robotic and automation systems.

Your key responsibilities will include:

• Providing 1st and 2nd level support to remote mining and construction site customers via telephone, email, and chat.
• Remote Monitoring & Maintenance: Proactively monitoring and performing routine maintenance on remote network infrastructure and servers.
• Troubleshooting: Diagnosing and resolving technical issues related to network connectivity, system performance, and software functionality.
• Incident Management: Logging all support interactions, creating detailed reports, and managing incidents through to resolution.
• Escalation Management: Accurately escalating complex technical issues to the 3rd level support engineering team or to relevant OEM partners.
• Customer Communication: Providing clear, timely, and professional communication to industrial users, keeping them informed throughout the support process.

Skills & Qualifications

• Essential: An IT or Network certification (e.g., A+, N+, CCNA) and/or a relevant Degree or Diploma.
• Essential: 2+ years of experience in a technical support or helpdesk environment.
• Essential: A strong foundational understanding of networking principles and server support.
• Essential: Excellent problem-solving and diagnostic skills with a calm, customer-focused approach.
• Essential: Outstanding verbal and written communication skills.
• Highly Advantageous: Any exposure to industrial environments, robotics, automation, or shift work is a significant plus.
• Must be willing and able to work shifts, including nights, weekends, and public holidays, to support a 24/7 operation.

Why Join Our Client?

• Launch Your Tech Career: Gain invaluable experience supporting complex, cutting-edge technology in a high-impact industry.
• Develop Specialized Skills: Move beyond standard IT support and develop expertise in robotics, industrial automation, and remote network management.
• Structured Growth Path: Clear progression routes to advanced technical support (L3), network engineering, or other technical specializations within the company.
• Be Essential: Play a vital role as the customer's lifeline, ensuring their mission-critical operations run smoothly.
• Team Environment: Join a dedicated and growing support team in a modern Century City office.

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