Senior Tier 2 Tech Support Engineer — Hybrid (Durban)

Placements24; Durban; Hybrid; ZAR 350,000 - 550,000; Full time

Benefits offered by this job

Medical aid

Retirement fund contributions

Hybrid work model

Job summary

WhatJobs Direct is seeking a skilled Technical Support Engineer (Tier 2) to join our Durban operations in a hybrid role, blending office collaboration with remote work. You will troubleshoot complex issues, document findings, and guide customers to effective resolutions while contributing to knowledge base content.

The ideal candidate brings 4+ years in technical support, strong OS and networking knowledge, and excellent problem-solving and communication abilities.

Qualifications

• 4+ years in technical support, Tier 2 or higher.
• Strong OS, networking, and software troubleshooting skills.
• Excellent analytical and communication abilities.
• Experience with hybrid work environments and ticketing systems.

Responsibilities

• Investigate, diagnose, and resolve complex customer issues.
• Escalate unresolved issues with detailed documentation and analysis.
• Provide clear technical guidance and solutions to customers.
• Develop and maintain technical documentation (KBs, guides, FAQs).
• Collaborate with engineering and product teams to identify defects and improvements.
• Monitor system performance and identify potential issues before they impact customers.
• Assist in training Tier 1 support staff and contribute to process improvements.
• Manage and prioritize incoming support tickets to meet SLAs.

Tools

Jira Service Desk

Zendesk

Remote support tools

Job description

WhatJobs Direct is seeking a skilled Technical Support Engineer (Tier 2) to join our Durban operations in a hybrid role, blending office collaboration with remote work. You will troubleshoot complex issues, document findings, and guide customers to effective resolutions while contributing to knowledge base content.

The ideal candidate brings 4+ years in technical support, strong OS and networking knowledge, and excellent problem-solving and communication abilities.