Technical Support Engineer II

Placements24; Pretoria; Hybrid; ZAR 420,000 - 720,000; Full time

Benefits offered by this job

Private health insurance

Retirement annuity

Professional development

Job summary

Placements24 is seeking a Technical Support Engineer II to join our client’s remote-first team based in Pretoria, Gauteng. You will deliver advanced technical assistance for complex software products and troubleshoot issues across software and hardware components for a global client base from South Africa.

Responsibilities include diagnosing issues, logging root causes, creating knowledge base articles, and guiding customers through product features to improve user experience.

Qualifications

• Minimum 4 years of experience in technical support or helpdesk.
• Proficient in diagnosing issues related to operating systems, networking, and application software.
• Excellent analytical and problem-solving skills with attention to detail.
• Strong verbal and written communication skills for clear explanations.
• Experience with Jira and ServiceNow and remote support tools.
• Ability to work independently and remotely from Pretoria, Gauteng.

Responsibilities

• Provide in-depth technical support to customers via remote channels (email, chat, phone).
• Troubleshoot, diagnose, and resolve complex software and hardware issues, escalating to Tier 3 when necessary.
• Analyze system logs and diagnostic data to identify root causes of problems.
• Document technical solutions and contribute to knowledge base articles and user guides.
• Assist in testing and deployment of software updates and patches.
• Collaborate with engineering and product teams to provide feedback on product performance.

Skills

Technical troubleshooting

Software troubleshooting

Analytical thinking

Excellent communication

Remote support

Education

Bachelor's degree in Computer Science/Engineering

Tools

Jira

ServiceNow

Remote support tools

AWS

Azure

Job description

About the Role

Our client, a leading innovator in cloud-based solutions, is looking for a skilled Technical Support Engineer II to join their esteemed team, supporting clients remotely from Pretoria, Gauteng . This role is crucial for providing advanced technical assistance and ensuring the seamless operation of our client's complex software products for a diverse customer base. The successful candidate will diagnose and resolve intricate technical issues, contributing to high levels of customer satisfaction and product reliability. This is an excellent opportunity for a proactive and technically adept individual to grow their career in a remote-first environment, impacting a global client base from their base in Pretoria .

Key Responsibilities

• Provide in-depth technical support to customers via remote channels (email, chat, phone).


• Troubleshoot, diagnose, and resolve complex software and hardware issues, escalating to Tier 3 support when necessary.


• Analyze system logs and diagnostic data to identify root causes of technical problems.


• Document technical solutions, create knowledge base articles, and contribute to user guides.


• Assist in the testing and deployment of software updates and patches.


• Collaborate with engineering and product teams to provide feedback on product performance and user issues.


• Manage and prioritize support tickets to ensure timely resolution of customer issues.


• Guide customers through product features and functionalities to enhance their user experience.

Requirements

• Minimum of 4 years of experience in a technical support or helpdesk role, with a strong emphasis on software troubleshooting.


• Proficiency in diagnosing and resolving issues related to operating systems, networking, and application software.


• Excellent analytical and problem-solving skills, with a keen attention to detail.


• Strong verbal and written communication skills, enabling clear explanation of technical concepts.


• Experience with ticketing systems (e.g., Jira, ServiceNow) and remote support tools.


• Ability to work independently and manage time effectively in a Yes remote setting from Pretoria, Gauteng .


• Familiarity with cloud platforms (e.g., AWS, Azure) is a plus.


• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

Benefits

This role offers a competitive salary and a comprehensive benefits package, including private health insurance, a retirement annuity, and opportunities for continuous professional development. As a fully Yes remote position, you will enjoy the flexibility and work-life balance that comes with working from home. Our client provides all necessary equipment and support for a successful remote setup, allowing you to excel from your home office in or around Pretoria, Gauteng . We foster a culture of collaboration, innovation, and continuous learning, with access to online training resources and virtual team events.