Senior Technical Support Advisor

Placements24; Kimberley; On-site; CAD 44,000 - 66,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid annual leave

Professional development opportunities

Company-provided laptop and software

Retirement savings plan

Job summary

Placements24 invites applications for a Senior Technical Support Advisor in Kimberley, Northern Cape. This on-site, full-time role demands expertise in enterprise software, at least 5 years in technical support, and leadership potential to guide junior staff.

You will diagnose complex issues, collaborate with development teams, and ensure client uptime while delivering clear, documented solutions in a demanding client-facing environment.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in technical support, preferably with enterprise software.
• In-depth knowledge of operating systems, databases, and networking concepts.
• Proven ability to troubleshoot and resolve complex technical issues efficiently.
• Excellent analytical, problem-solving, and critical thinking skills.
• Strong written and verbal communication skills, with the ability to communicate technical information effectively to diverse audiences.
• Experience with scripting or programming languages (e.g., SQL, Python) is a significant plus.
• Demonstrated ability to lead and mentor technical support staff.
• Experience working in a demanding, client-facing support role.

Responsibilities

• Provide advanced technical support and troubleshooting for complex software issues.
• Act as an escalation point for junior support staff, guiding them through challenging cases.
• Diagnose, document, and resolve software defects and performance issues.
• Collaborate closely with development, QA, and product management teams to identify and resolve product bugs.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and best practice guides.
• Conduct in-depth technical training sessions for clients and internal staff.
• Manage client relationships, ensuring clear communication and timely resolution of critical issues.
• Contribute to the continuous improvement of support processes and tools.
• Analyze support trends and provide insights to product development for future enhancements.
• Ensure client uptime and satisfaction by delivering prompt and accurate technical solutions.

Skills

Technical support

Troubleshooting

Leadership

Communication

Networking concepts

SQL

Python

Education

Bachelor's degree in CS/IT

Tools

None

Job description

About the Role

Our client, a leader in enterprise software solutions, is seeking a highly experienced Senior Technical Support Advisor for their **Kimberley, Northern Cape** office. This role involves providing expert-level technical assistance to clients, resolving complex system issues, and acting as a primary escalation point for the support team. You will be instrumental in ensuring client satisfaction through in-depth technical knowledge and effective problem-solving. The ideal candidate possesses a strong background in enterprise software support, excellent analytical skills, and leadership potential. This is an on-site position requiring full-time presence in our **Kimberley** office. Join a company that offers significant career growth opportunities and rewards technical expertise.

Key Responsibilities

• Provide advanced technical support and troubleshooting for complex software issues.
• Act as an escalation point for junior support staff, guiding them through challenging cases.
• Diagnose, document, and resolve software defects and performance issues.
• Collaborate closely with development, QA, and product management teams to identify and resolve product bugs.
• Develop and maintain comprehensive technical documentation, knowledge base articles, and best practice guides.
• Conduct in-depth technical training sessions for clients and internal staff.
• Manage client relationships, ensuring clear communication and timely resolution of critical issues.
• Contribute to the continuous improvement of support processes and tools.
• Analyze support trends and provide insights to product development for future enhancements.
• Ensure client uptime and satisfaction by delivering prompt and accurate technical solutions.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in technical support, preferably with enterprise software.
• In-depth knowledge of operating systems, databases, and networking concepts.
• Proven ability to troubleshoot and resolve complex technical issues efficiently.
• Excellent analytical, problem-solving, and critical thinking skills.
• Strong written and verbal communication skills, with the ability to communicate technical information effectively to diverse audiences.
• Experience with scripting or programming languages (e.g., SQL, Python) is a significant plus.
• Demonstrated ability to lead and mentor technical support staff.
• Experience working in a demanding, client-facing support role.
• Must be able to work full-time on-site in **Kimberley, Northern Cape**.

Benefits

• Excellent annual salary of ZAR.
• Comprehensive medical, dental, and vision insurance plans.
• Generous annual leave and paid sick days.
• Significant opportunities for professional development and advanced training.
• A challenging and rewarding work environment in **Kimberley, Northern Cape**.
• Company-provided laptop and necessary software.
• Retirement savings plan with employer contribution.
• Access to cutting-edge technology and tools.