Technical Support Engineer II

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

Benefits offered by this job

Flexible remote work

Online training and development

Job summary

Placements24 seeks a skilled Technical Support Engineer II for a remote role based in Rustenburg, North West. You will troubleshoot complex software issues, analyze logs, and maintain knowledge bases while collaborating with global teams to ensure excellent customer experiences.

The ideal candidate brings 3+ years in technical support, strong OS and networking knowledge, and familiarity with scripting. A remote-friendly environment offers growth and access to enterprise technologies.

Qualifications

• Minimum of 3 years in technical support or a similar IT role.
• Strong understanding of Windows, Linux, and macOS; networking basics.
• Familiarity with scripting (Bash, Python) is a plus.

Responsibilities

• Provide Tier 2 technical support for enterprise software via phone, email, and chat.
• Troubleshoot and resolve hardware and software issues reported by clients.
• Analyze logs to identify root causes of problems; document findings.
• Escalate unresolved issues with detailed notes to senior engineers or dev teams.
• Develop and maintain technical documentation and knowledge base articles.
• Assist in testing software patches and updates.

Skills

Remote work

Problem solving

Communication skills

Independent worker

Customer support

Education

Bachelor's degree not specified

Tools

Jira Service Desk

ServiceNow

Remote support tools

Windows

Linux

macOS

Python

Bash

Job description

Our client, a global leader in enterprise software solutions, is actively seeking a skilled Technical Support Engineer II for a remote position, supporting their operations from Rustenburg, North West. This role is designed for individuals passionate about troubleshooting complex technical challenges and providing exceptional support to a diverse clientele. As a remote-first team member, you will leverage your expertise to diagnose, resolve, and document technical issues across various software platforms. You will be a vital link between our clients and our development teams, ensuring seamless user experiences and fostering strong customer loyalty. Our client values innovation, technical excellence, and a proactive approach to problem-solving, offering a dynamic environment for growth and learning within the Rustenburg region and beyond, accessible from anywhere.

Key Responsibilities

• Provide Tier 2 technical support for enterprise software applications via phone, email, and chat.
• Troubleshoot, diagnose, and resolve complex hardware and software issues reported by clients.
• Analyze system logs and diagnostic data to identify root causes of problems.
• Escalate unresolved issues to senior engineers or development teams with detailed documentation.
• Develop and maintain technical documentation, knowledge base articles, and FAQs.
• Assist in the testing and validation of software patches and updates.
• Communicate effectively with clients, providing clear explanations and updates on issue resolution status.
• Contribute to improving support processes and tools to enhance efficiency and customer satisfaction.
• Collaborate with cross-functional teams to ensure comprehensive problem resolution.
• Mentor and guide junior support staff on technical best practices.

Requirements

• A minimum of 3 years of experience in technical support or a similar IT role.
• Strong understanding of operating systems (Windows, Linux, macOS), networking concepts, and common software applications.
• Proficiency in scripting languages (e.g., Bash, Python) is a plus.
• Experience with remote support tools and ticketing systems (e.g., Jira Service Desk, ServiceNow).
• Excellent problem-solving, analytical, and critical thinking skills.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and manage workload effectively in a remote setting.
• Familiarity with cloud platforms (AWS, Azure, GCP) is advantageous.
• Residency or established connection to the Rustenburg, North West area is preferred but not mandatory for remote work.
• Relevant certifications (e.g., CompTIA A+, Network+) are a plus.

Benefits

• An attractive annual salary of ZAR, commensurate with experience.
• Flexible remote work arrangement.
• Access to online training and professional development resources.
• Opportunity to work with cutting-edge enterprise technologies.
• Contribution to a company that values innovation and employee well-being.
• Contract duration with potential for extension based on performance.
• Exposure to a global client base.