Senior Technical Support Analyst

Placements24; Sandton; Sur place; ZAR 420 000 - 720 000; Plein temps

Avantages offerts par ce poste

Private medical insurance

Annual leave + public holidays

Certifications training

On-site Sandton office

Professional growth opportunities

Résumé du poste

Placements24 is seeking a Senior Technical Support Analyst to join our client in Sandton, Gauteng. You will provide expert-level technical assistance for enterprise software, diagnosing complex issues, and delivering effective solutions.

The role involves collaborating with engineering and product teams, maintaining thorough documentation, and mentoring junior staff. The ideal candidate has 5+ years in technical support, strong Windows/Linux and SQL knowledge, and experience with ServiceNow or

Qualifications

• Bachelor's degree in Computer Science, IT, or a related field, or equivalent work experience.
• Proven experience in technical support at a senior level, with escalation handling.

Responsabilités

• Provide expert-level technical support for the company's software products and related infrastructure.
• Investigate, diagnose, and resolve complex technical issues escalated by Tier 1 support.
• Analyze system logs, error messages, and performance data to identify root causes.
• Develop and document clear technical solutions and workarounds for customer issues.
• Collaborate with development and product management teams to relay customer feedback and influence product improvements.
• Create and update technical documentation, knowledge base articles, and troubleshooting guides.
• Assist in training junior support staff and new hires on technical procedures.
• Monitor system performance and proactively identify potential issues before they impact users.
• Manage multiple customer support tickets, prioritizing to meet SLAs.
• Participate in on-call rotation as required for critical incident response.

Connaissances

5+ years exp

Windows/Linux OS

Networking

SQL

Troubleshooting apps

Analytical skills

Communication skills

Team collaboration

Formation

Bachelor's degree in CS/IT or related

Equivalent work experience

Outils

ServiceNow

Jira

Description du poste

About the Role

Our client, a prominent provider of enterprise software solutions, is seeking a highly skilled Senior Technical Support Analyst to join their dedicated team in Sandton, Gauteng . This role is crucial for providing advanced technical assistance to our client's diverse customer base, resolving complex issues, and ensuring the smooth operation of their software. You will be a key point of contact for technical escalations, leveraging your deep technical expertise to diagnose and resolve challenging problems. The ideal candidate is a problem-solver with excellent communication skills and a passion for technology and customer satisfaction. This is an exciting opportunity to contribute to a respected organization, working in a challenging and rewarding environment within the business hub of Sandton . While this role requires on-site presence, it offers exposure to cutting-edge technology and significant opportunities for professional growth.

Key Responsibilities

• Provide expert-level technical support for the company's software products and related infrastructure.
• Investigate, diagnose, and resolve complex technical issues escalated by Tier 1 support.
• Analyze system logs, error messages, and performance data to identify root causes of problems.
• Develop and document clear, concise technical solutions and workarounds for customer issues.
• Collaborate with development and product management teams to relay customer feedback and influence product improvements.
• Create and update technical documentation, knowledge base articles, and troubleshooting guides.
• Assist in training junior support staff and new hires on technical procedures.
• Monitor system performance and proactively identify potential issues before they impact users.
• Manage multiple customer support tickets simultaneously, prioritizing effectively to meet service level agreements (SLAs).
• Participate in on-call rotation as required for critical incident response.

Requirements

• Minimum of 5 years of experience in technical support, preferably in a Senior Analyst or Tier 2/3 role.
• Strong understanding of operating systems (Windows Server, Linux), networking protocols, and database technologies (SQL).
• Proficiency in troubleshooting complex software applications, including installation, configuration, and performance tuning.
• Excellent analytical and problem‑solving skills with a methodical approach.
• Outstanding verbal and written communication skills for effective technical communication.
• Bachelor's degree in Computer Science, IT, or a related field, or equivalent work experience.
• Experience with ticketing systems (e.g., ServiceNow, Jira) and remote diagnostic tools.
• Ability to work effectively within a team and independently when required.
• Must be able to work on-site at our client's office in Sandton, Gauteng .
• Certifications in relevant technologies (e.g., Microsoft, Cisco) are a plus.

Benefits

• Annual salary of R .
• Comprehensive private medical insurance with family coverage options.
• Generous annual leave and paid public holidays.
• Company‑provided training and opportunities for professional certifications.
• A challenging and stimulating work environment.
• Exposure to advanced technologies and enterprise‑level solutions.
• Potential for career advancement within a leading IT firm.
• Regular performance reviews and recognition programs.
• Convenient office location in Sandton .
• Be part of a team dedicated to providing best-in‑class technical support.