Senior Remote Tech 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

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.