IT Field Technician/Engineer tier2

Stepco Recruitment; Gauteng; On-site; ZAR 240,000 - 360,000; Full time

Job summary

A leading recruitment company is seeking a Tier 2 IT Support Technician to handle complex IT issues, ensuring the smooth operation of systems. The successful candidate will possess strong technical skills, relevant experience, and the ability to communicate effectively, contributing to the stability of IT services throughout the organization.

Qualifications

• 2-4 years of experience in IT support.
• Strong knowledge of IT systems, software, and hardware.
• Experience with Windows and Linux operating systems.

Responsibilities

• Resolve complex IT issues escalated from Tier 1 support.
• Manage and maintain IT systems, including servers and networks.
• Document troubleshooting steps and update knowledge base.

Skills

Problem-Solving

Communication

Customer Service

Time Management

Education

Bachelor's degree in computer science or related field

Associate's degree with relevant experience

Tools

CompTIA A+

Network+

Server+

Job description

Troubleshooting and Problem Resolution:
Tier 2 support technicians are responsible for resolving complex IT issues that are escalated from Tier 1 support. This involves in-depth troubleshooting and diagnostics, often requiring deeper system access and knowledge.
System Administration and Maintenance:
They manage and maintain IT systems, including servers, networks, and applications, performing tasks like system upgrades, patches, and backups.
Collaboration and Communication:
Tier 2 support collaborates with Tier 1 support, other IT teams (like development and engineering), and potentially with external vendors to resolve complex issues. They also communicate with users to provide updates and solutions.
Documentation and Knowledge Base Management:
They document troubleshooting steps, create and update knowledge base articles, and contribute to the overall knowledge base to improve future problem-solving.
Training and Mentoring:
Tier 2 support may be involved in training and mentoring Tier 1 support staff, sharing their expertise and helping them improve their problem-solving abilities.
System Monitoring and Performance:
They monitor system performance and security, taking proactive measures to ensure stability and prevent future issues.
Escalation Management:
They handle the escalation of complex issues to Tier 3 support or other specialized teams when necessary.
Hardware and Software Support:
They provide support for both hardware and software issues, including installations, upgrades, and maintenance.
Qualifications for Tier 2 IT Support:
Technical Skills:
Strong technical skills and in-depth knowledge of the IT systems, software, and hardware used by the organization are essential. This may include specific operating systems (Windows, Linux), networking concepts, virtualization technologies, and cloud platforms.
Problem-Solving Skills:
Excellent problem-solving and troubleshooting skills are crucial for diagnosing and resolving complex issues.
Communication Skills:
Effective communication skills, both written and verbal, are needed for interacting with users, other support teams, and potentially vendors.
Customer Service Skills:
Tier 2 support roles require strong customer service skills to provide a positive user experience and maintain a good rapport with users.
Experience:
Typically, Tier 2 support roles require 2-4 years of experience in IT support, with increasing experience in troubleshooting and problem-solving.
Education:
A bachelor's degree in computer science or a related field, or an associate's degree with relevant experience, is often preferred.
Certifications:
Relevant certifications, such as CompTIA A+, Network+, or Server+, can be beneficial.
Time Management:
Strong time management skills are needed to prioritize and manage multiple tasks and resolve issues efficiently.