Remote Tier 2 Technical Support Engineer

Placements24; South Africa; Híbrido; ZAR 400.000 - 600.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private medical insurance

Laptop provided

Certification funding

Descripción de la vacante

Placements24 is seeking a Remote Technical Support Engineer (Tier 2) to provide expert-level support for enterprise software and related infrastructure in a remote-first setup across South Africa. The role handles escalated issues, documents solutions, and works closely with development and product teams.

Ideal candidates have 4+ years in technical support, strong OS and networking knowledge, and experience with Jira Service Desk and Zendesk.

Formación

• Minimum 4 years in technical support, Tier 2+ preferred.
• Strong OS, networking and database knowledge.
• Troubleshoot complex software installations, configurations, and performance issues.
• Excellent written and verbal communication for diverse audiences.
• Able to work independently in a remote-first environment.
• Experience with Jira Service Desk and Zendesk.
• Bachelor's degree in CS/IT or related field, or equivalent experience.
• Certifications such as CompTIA A+/Network+ or MSCP are a plus.
• Eligible to work remotely from SA locations including Rustenburg.

Responsabilidades

• Investigate, diagnose, and resolve complex issues escalated from Tier 1.
• Provide expert support for company software applications and related infrastructure.
• Analyze logs and performance data to identify root causes.
• Document technical solutions and workarounds clearly.
• Collaborate with development, QA and product teams for feedback.
• Create and maintain knowledge bases and troubleshooting guides.
• Conduct remote training sessions for customers on product features.
• Monitor system performance and proactively identify issues.
• Manage multiple support tickets and meet SLAs.
• Participate in on-call rotation for incident response.

Conocimientos

4+ years experience

Operating systems (Windows, macOS, LIn

Networking concepts

Databases

Troubleshooting complex software

Exceptional communication

Remote work autonomy

Ticketing systems (Jira Service Desk,

Zendesk

Bachelor's degree in CS/IT or related

Certifications like CompTIA A+/Network

Educación

Bachelor's degree in Computer Science, IT or related field

Herramientas

Jira Service Desk

Zendesk

Descripción del empleo

Placements24 is seeking a Remote Technical Support Engineer (Tier 2) to provide expert-level support for enterprise software and related infrastructure in a remote-first setup across South Africa. The role handles escalated issues, documents solutions, and works closely with development and product teams.

Ideal candidates have 4+ years in technical support, strong OS and networking knowledge, and experience with Jira Service Desk and Zendesk.