Remote Technical Support Engineer - Level 2

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 300,000 - 540,000; Full time

Benefits offered by this job

Fully remote work

Work-life balance

Continuous learning

Career advancement

Job summary

WhatJobs Direct is hiring a Remote Technical Support Engineer to join a distributed team providing Level 2 support for hardware, software, and networks. You will diagnose complex issues, create knowledge base content, and assist Tier 1 staff in escalations.

You’ll work remotely with a focus on SaaS environments, requiring strong communication and problem-solving skills. The role supports flexible, remote collaboration across regions and on-call rotations.

Qualifications

• 3+ years of experience in technical support (L2+).
• Strong OS knowledge (Windows, macOS, Linux) and networking basics.
• Excellent written and verbal communication for non-technical users.
• Experience with remote support tools and ticketing systems (ServiceNow, Jira).
• IT certifications (CompTIA A+, Network+, CCNA) are a strong plus.

Responsibilities

• Provide Tier 2 technical support for hardware, software, and network issues.
• Diagnose complex technical problems and implement effective solutions.
• Assist Tier 1 support staff with escalated issues.
• Develop and maintain technical documentation and knowledge bases.
• Collaborate with engineering/product teams to report and resolve bugs.
• Perform remote system diagnostics and maintenance.
• Guide customers through complex technical procedures.
• Ensure timely resolution of support tickets.
• Contribute to improving support process efficiency.

Skills

Troubleshooting

Communication

Remote work

Time management

Education

CompTIA A+

CompTIA Network+

CCNA

Tools

ServiceNow

Jira

Remote desktop tools

Job description

About the Role

Our client, WhatJobs Direct, is seeking a skilled and experienced Remote Technical Support Engineer to join their distributed team. This role is focused on providing advanced technical assistance (Level 2) to customers, resolving complex issues that require in-depth troubleshooting and system knowledge. As a remote-first employee, you will leverage your expertise to diagnose and fix software, hardware, and network-related problems, ensuring minimal disruption for our clients. This is an excellent opportunity to work from anywhere, contribute to a leading company in its field, and be part of a team that is dedicated to delivering exceptional technical support. We are looking for proactive problem-solvers with strong communication skills and a passion for technology.

Key Responsibilities

• Provide Tier 2 technical support for hardware, software, and network issues.
• Diagnose complex technical problems and implement effective solutions.
• Assist Tier 1 support staff with escalated customer issues.
• Develop and maintain technical documentation, including troubleshooting guides and knowledge base articles.
• Collaborate with engineering and product teams to report and resolve bugs.
• Perform remote system diagnostics and maintenance.
• Guide customers through complex technical procedures.
• Ensure timely and effective resolution of all assigned support tickets.
• Contribute to improving the overall efficiency and effectiveness of the support process.
• Participate in on-call rotations as needed.

Requirements

• Minimum of 3 years of experience in technical support, preferably in a Level 2 or higher role.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts (TCP/IP, DNS, VPN), and common software applications.
• Strong troubleshooting and problem-solving skills with a methodical approach.
• Excellent written and verbal communication skills, with the ability to explain technical details clearly to non-technical users.
• Experience with remote support tools and ticketing systems (e.g., ServiceNow, Jira).
• Ability to work independently and manage time effectively in a remote environment.
• Relevant IT certifications (e.g., CompTIA A+, Network+, CCNA) are a strong plus.
• Must have a reliable high-speed internet connection and a dedicated home workspace.
• Previous experience supporting SaaS products is advantageous.

Benefits

• Competitive salary based on experience and qualifications.
• Fully remote position offering work-life balance and location independence.
• Opportunities for continuous learning and professional development in a tech-focused company.
• Access to cutting-edge remote support tools and technologies.
• Contribution to a globally recognized brand known for innovation.
• Potential for performance-based bonuses and career advancement.
• A supportive and collaborative virtual team environment.