Hybrid Tier 2 Technical Support Engineer

Placements24; Bloemfontein; Híbrido; ZAR 260.000 - 420.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work arrangement

Medical and dental insurance

Professional certifications support

Retirement savings plan

Descripción de la vacante

Placements24 is seeking a skilled Tier 2 Technical Support Agent to join its technology solutions team in Welkom, Free State. You will handle advanced hardware, software, and network issues and act as an escalation point for complex problems with impact on customers.

The role offers a dynamic hybrid model, allowing flexibility while ensuring collaboration with IT and engineering teams. Strong troubleshooting, communication, and documentation skills are essential for success.

Formación

• 3+ years in technical support, with 1+ year in Tier 2+.
• Strong knowledge of Windows, macOS, Linux, networking.
• Experience with Jira or Zendesk and KB management.
• Excellent communication to explain tech to non-technical users.
• Ability to work independently and in a team.
• Familiarity with remote support tools.
• IT certifications are a strong advantage.
• Hybrid schedule in Welkom area.

Responsabilidades

• Provide advanced technical support for hardware, software, and network issues escalated from Tier 1.
• Diagnose, troubleshoot, and resolve complex technical problems efficiently.
• Document all activities in the ticketing system.
• Explain solutions clearly to customers.
• Collaborate with development and engineering teams to identify root causes.
• Create and maintain technical documentation and FAQs.
• Participate in on-call rotation to provide support outside of standard business hours.
• Monitor system performance and identify issues early.
• Train Tier 1 staff on advanced troubleshooting.

Conocimientos

Analytical skills

Communication

Team collaboration

Mentoring Tier 1

Troubleshooting

Educación

CompTIA A+

CCNA

CompTIA Network+

Herramientas

Jira

Zendesk

Descripción del empleo

Placements24 is seeking a skilled Tier 2 Technical Support Agent to join its technology solutions team in Welkom, Free State. You will handle advanced hardware, software, and network issues and act as an escalation point for complex problems with impact on customers.

The role offers a dynamic hybrid model, allowing flexibility while ensuring collaboration with IT and engineering teams. Strong troubleshooting, communication, and documentation skills are essential for success.