Level 2 Support Engineer

GoldenRule; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A technology solutions provider in Johannesburg is seeking a skilled technical support specialist. This role involves troubleshooting complex issues, collaborating with teams, and training Level 1 support staff. Ideal candidates should have strong skills in .Net API and ServiceNow incident management, along with excellent communication abilities. If you're adept at problem-solving and documentation, apply to enhance system performance and support operations.

Qualifications

• Experience in .Net API.
• Knowledge of ServiceNow-Incident Management.
• Proficiency in troubleshooting tools to resolve problems.

Responsibilities

• Troubleshoot and identify root causes using diagnostic tools.
• Handle escalated technical issues for Level 1 support.
• Collaborate with teams to resolve complex incidents.
• Maintain documentation of technical issues and resolutions.
• Monitor system performance and provide preemptive solutions.

Skills

Systems Analysis

Complex Problem Solving

Programming/configuration

Critical Thinking

Time Management

Job description

• Experience in .Net API
• Troubleshoot and identify root causes using Elastic Kibana and other diagnostic tools.
• Knowledge of ServiceNow-Incident Management
• Proficiency in troubleshooting tools and techniques to identify and resolve problems quickly.
• Handle escalated technical issues that cannot be resolved by Level 1 support.
• Collaborate with cross-functional technical teams to resolve complex incident.
• Excellent communication abilities, particularly when translating complex technical issues into clear, understandable language for non-technical stakeholders.
• Lead in identifying recurring technical issues and recommend long-term solutions to prevent future incidents.
• Maintain detailed documentation of all technical issues, steps taken, and resolutions for future reference and knowledge sharing.
• Monitor system performance and provide solutions to potential issues before they escalte.
• Train Level 1 support staff on resolving recurring or common issues to improve overall team efficiency.
• Escalate unresolved or critical incidents to Level 3 support when necessary, providing comprehensive handover documentation.
• Ability to think critically and offer quick resolutions while minimising system downtime.
• Ability to provide step-by-step troubleshooting guidance to customers and colleagues.
• Strong interpersonal skills for effective collaboration with cross-functional teams.

Desired Skills

• Systems Analysis
• Complex Problem Solving
• Programming/configuration
• Critical Thinking
• Time Management