1St‐Line It Support Engineer – Desktop & Remote Help

Buzzblock; Gauteng; Remote; ZAR 420,000 - 600,000; Full time

Benefits offered by this job

Private medical insurance

Generous annual leave

Remote-first work environment

Job summary

Buzzblock is seeking a Remote Technical Support Engineer (Tier 2) to handle escalations from Tier 1 and provide expert-level assistance for our enterprise software. This fully remote role supports B2B customers, primarily from South Africa, with a focus on stability and performance of our solutions.

The role requires 4+ years in technical support, strong OS, networking, and database knowledge, and excellent communication. Remote work is supported from Rustenburg or other SA locations.

Qualifications

• Minimum 4 years of experience in technical support, preferably Tier 2 for software products.
• Strong knowledge of Windows, macOS and Linux, networks, and databases.
• Proven ability to troubleshoot complex software installations and performance issues.
• Excellent communication skills and ability to explain technical concepts clearly.
• Remote-first work environment with self-management and strong time discipline.
• Experience with Jira Service Desk or Zendesk is preferred.

Responsibilities

• Investigate, diagnose, and resolve escalated Tier 2 issues for software products.
• Provide expert technical support for company applications and infrastructure.
• Analyze logs and performance data to identify root causes.
• Create clear technical solutions and workarounds for customers.
• Collaborate with development, QA, and product teams to relay feedback.
• Document knowledge bases and troubleshooting guides for self-service.
• Conduct remote training sessions for customers on product features.
• Monitor system performance and identify risks ahead of incidents.
• Manage multiple tickets and meet SLAs; participate in on-call rotations.

Skills

OS: Windows/macOS/Linux

Networking concepts

Database technologies

Software troubleshooting

Communication

Remote support tools

Education

Bachelor's degree in CS/IT or related field

Tools

Jira Service Desk

Zendesk

Job description

What 1st Line IT Support Engineer Desktop Help...

Remote Technical Support Engineer - Tier 2

About the Role Our client, a rapidly expanding software development firm specializing in enterprise solutions, is seeking a highly motivated and experienced Remote Technical Support Engineer (Tier 2) to join their established remote-first operations. This critical role involves providing in-depth technical assistance to our client's B2B customer base, resolving complex software and hardware issues, and contributing to the stability and performance of their cutting‑edge products. As a Tier 2 engineer, you will tackle escalated issues from Tier 1 support, acting as a key problem‑solver and liaison between customers and our client's development teams. This is a fantastic opportunity to advance your career in a fully remote setting, working with a collaborative team that values innovation and customer success. You will be empowered to leverage your technical expertise to ensure our client's customers receive world-class support, regardless of their location. This position is based out of Rustenburg, North West, ZA , however, it is a fully remote position.

Key Responsibilities

• Investigate, diagnose, and resolve complex technical issues reported by customers, escalating from Tier 1 support.
• Provide expert-level technical support for the company's software applications and related infrastructure.
• Analyze system logs, error reports, and performance data to identify root causes of problems.
• Develop and document clear, concise technical solutions and workarounds for customer issues.
• Collaborate closely with the development, QA, and product management teams to relay customer feedback and identify product improvement opportunities.
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides for both internal use and customer self‑service.
• Conduct remote training sessions for customers on product features and best practices.
• Monitor system performance and proactively identify potential issues.
• Manage multiple customer support tickets simultaneously, prioritizing effectively to meet service level agreements (SLAs).
• Participate in on‑call rotation for critical incident response.

Requirements

• Minimum of 4 years of experience in technical support, preferably in a Tier 2 or higher capacity for software products.
• Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and database technologies.
• Proficiency in troubleshooting complex software applications, including installation, configuration, and performance issues.
• Excellent analytical and problem‑solving skills, with a methodical approach to issue resolution.
• Outstanding communication skills, both written and verbal, for clear articulation of technical information to diverse audiences.
• Ability to work independently and manage time effectively in a remote-first environment.
• Experience with ticketing systems (e.g., Jira Service Desk, Zendesk) and remote support tools.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.
• Must be eligible to work remotely from Rustenburg, North West, ZA or other approved locations within South Africa.

Benefits

• Competitive annual salary of R .
• Comprehensive private medical insurance.
• Generous annual leave and paid public holidays.
• Company-pro