2nd Line Support Engineer

Uptime Solutions; Milnerton; Remote; ZAR 200,000 - 300,000; Full time

Job summary

A tech support company in South Africa is seeking a Tier 2 Helpdesk Engineer to provide advanced technical support and resolve complex issues. The ideal candidate has a Bachelor's degree in IT or Computer Science and 2+ years of helpdesk experience. Strong skills in Microsoft technologies, networking, and excellent problem-solving abilities are essential for this role, which operates remotely with evening hours to support a US client.

Qualifications

• 2+ years of experience in IT support or helpdesk roles.
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.

Responsibilities

• Provide advanced technical support for hardware, software, and network issues.
• Diagnose and resolve complex technical problems escalated from Tier 1 support.
• Collaborate with other IT team members to develop and implement solutions.

Skills

Technical support

Problem-solving

Communication

Windows operating system

Mac operating system

Networking

Office 365 proficiency

Azure proficiency

Education

Bachelor's degree in Information Technology or Computer Science

Job description

Job Description: Tier 2 Helpdesk Engineer - Remote

Position Overview

The Tier 2 Helpdesk Engineer is responsible for providing advanced technical support to end-users, resolving complex issues, and ensuring the smooth operation of IT systems. This role involves troubleshooting, diagnosing, and resolving hardware and software problems, as well as collaborating with other IT team members to improve service delivery.

These roles involve supporting a US partner (Eastern) start times will be 3pm/4pm - 12am / 1am SAST.

Key Responsibilities

• Provide advanced technical support for hardware, software, and network issues.
• Diagnose and resolve complex technical problems escalated from Tier 1 support.
• Assist with the installation, configuration, and maintenance of IT systems.
• Document and track issues, resolutions, and updates in the helpdesk ticketing system.
• Collaborate with other IT team members to develop and implement solutions.
• Ensure compliance with IT policies and procedures.
• Microsoft Technologies: Utilize strong skills in Microsoft technologies, including Office 365 and Azure, to support and troubleshoot related issues.
• Networking: Apply working knowledge of firewalls, switches, access points, and basic configurations to resolve network-related problems.
• System Configuration: Perform basic configurations and maintenance of network devices to ensure optimal performance and security.
  
  

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 2+ years of experience in IT support or helpdesk roles.
• Strong knowledge of Windows and Mac operating systems, networking, and common software applications.
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.
• Microsoft Expertise: Proficiency in Office 365 and Azure. Certifications are a plus!
• Networking Skills: Knowledge of firewalls, switches, access points, and basic configurations.