Remote Tier 2 Technical Support Engineer

Placements24; Durban; Híbrido; ZAR 350 000 - 550 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Fully remote position

Competitive salary with performanceBon

Medical and retirement benefits

Continuous learning opportunities

Generous annual leave

State-of-the-art remote tools

Resumo da oferta

Placements24 is seeking a Remote Tier 2 Technical Support Agent to bolster its virtual support operations from Durban, South Africa. You will handle escalated tickets, troubleshoot complex software/hardware issues, and guide clients to resolutions while contributing to knowledge bases and product improvements.

The role requires strong analytical and communication skills, the ability to work independently in a fully remote setup, and familiarity with Jira Service Desk or Zendesk.

Qualificações

• 4+ years in technical support, with at least 2 years in a Tier 2 or equivalent role.
• In-depth knowledge of operating systems, network protocols, and common software applications.
• Proven experience troubleshooting complex software and hardware issues.
• Excellent analytical and problem-solving skills, with a methodical approach to diagnostics.
• Strong communication skills, capable of explaining technical concepts clearly to non-technical users.
• Ability to work independently in a fully remote environment.
• Experience with ticketing systems (e.g., Jira Service Desk, Zendesk) and remote access tools.
• Relevant technical certifications (e.g., CompTIA A+, Network+) are highly desirable.

Responsabilidades

• Investigate, diagnose, and resolve complex technical issues escalated from Tier 1 support.
• Provide expert technical guidance and solutions to customers via phone, email, and remote support tools.
• Document all troubleshooting steps, resolutions, and customer interactions accurately in the ticketing system.
• Collaborate with Tier 3 support and engineering teams to identify root causes and implement permanent fixes.
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Identify recurring technical issues and provide feedback to the product development team for system improvements.
• Manage multiple support tickets simultaneously, prioritizing effectively to meet service level agreements (SLAs).
• Conduct remote training sessions for clients on advanced product features and troubleshooting techniques.
• Ensure a high level of customer satisfaction through effective problem-solving and communication.

Conhecimentos

Technical support

Troubleshooting

Analytical skills

Communication skills

Remote work

Formação académica

CompTIA A+

CompTIA Network+

Ferramentas

Jira Service Desk

Zendesk

Remote access tools

Descrição da oferta de emprego

Placements24 is seeking a Remote Tier 2 Technical Support Agent to bolster its virtual support operations from Durban, South Africa. You will handle escalated tickets, troubleshoot complex software/hardware issues, and guide clients to resolutions while contributing to knowledge bases and product improvements.

The role requires strong analytical and communication skills, the ability to work independently in a fully remote setup, and familiarity with Jira Service Desk or Zendesk.