Remote Tier 2 IT Support Engineer - Desktop & Apps

Buzzblock; Gauteng; A distancia; ZAR 420.000 - 600.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private medical insurance

Generous annual leave

Remote-first work environment

Descripción de la vacante

Buzzblock is seeking a Remote Technical Support Engineer (Tier 2) to handle escalations from Tier 1 and provide expert-level assistance for our enterprise software. This fully remote role supports B2B customers, primarily from South Africa, with a focus on stability and performance of our solutions.

The role requires 4+ years in technical support, strong OS, networking, and database knowledge, and excellent communication. Remote work is supported from Rustenburg or other SA locations.

Formación

• Minimum 4 years of experience in technical support, preferably Tier 2 for software products.
• Strong knowledge of Windows, macOS and Linux, networks, and databases.
• Proven ability to troubleshoot complex software installations and performance issues.
• Excellent communication skills and ability to explain technical concepts clearly.
• Remote-first work environment with self-management and strong time discipline.
• Experience with Jira Service Desk or Zendesk is preferred.

Responsabilidades

• Investigate, diagnose, and resolve escalated Tier 2 issues for software products.
• Provide expert technical support for company applications and infrastructure.
• Analyze logs and performance data to identify root causes.
• Create clear technical solutions and workarounds for customers.
• Collaborate with development, QA, and product teams to relay feedback.
• Document knowledge bases and troubleshooting guides for self-service.
• Conduct remote training sessions for customers on product features.
• Monitor system performance and identify risks ahead of incidents.
• Manage multiple tickets and meet SLAs; participate in on-call rotations.

Conocimientos

OS: Windows/macOS/Linux

Networking concepts

Database technologies

Software troubleshooting

Communication

Remote support tools

Educación

Bachelor's degree in CS/IT or related field

Herramientas

Jira Service Desk

Zendesk

Descripción del empleo

Buzzblock is seeking a Remote Technical Support Engineer (Tier 2) to handle escalations from Tier 1 and provide expert-level assistance for our enterprise software. This fully remote role supports B2B customers, primarily from South Africa, with a focus on stability and performance of our solutions.

The role requires 4+ years in technical support, strong OS, networking, and database knowledge, and excellent communication. Remote work is supported from Rustenburg or other SA locations.