Technical Support Engineer - Level 2

Placements24; Rustenburg; Hybrid; ZAR 420,000 - 640,000; Full time

Benefits offered by this job

Health insurance

Retirement savings plan

Generous paid time off

Job summary

Placements24 is seeking a Level 2 Technical Support Engineer for a fully remote role. You will resolve complex software and hardware issues, communicate effectively with clients, and collaborate with engineering to improve products. A strong analytical mindset and 4+ years in technical support are essential.

The role offers flexibly remote work from South Africa, with opportunities for ongoing training and certifications and a competitive compensation package.

Qualifications

• Minimum 4 years in a technical support or helpdesk role.
• Strong OS and networking knowledge (Windows, macOS, Linux, TCP/IP, DNS, DHCP).
• Experience with Zendesk or Jira and remote support tools.
• Excellent communication skills and ability to explain technical concepts to non-technical audiences.

Responsibilities

• Provide advanced technical support and troubleshooting for software and hardware products.
• Diagnose and resolve complex issues escalated from Level 1 support.
• Collaborate with engineering to report bugs and contribute to improvements.
• Create and maintain troubleshooting guides and knowledge base articles.
• Manage a queue of support tickets and meet SLAs.
• Conduct remote diagnostics and guide clients through procedures.
• Monitor system performance and identify potential issues.
• Assist onboarding and training of new team members.
• Stay updated with latest technologies relevant to products.

Skills

Troubleshooting

Remote support

Customer communication

Time management

Education

Bachelor's degree in CS/IT

Tools

Zendesk

Jira

Remote tools

Job description

About the Role

Our client, a globally recognized technology solutions provider, is actively seeking a skilled Level 2 Technical Support Engineer to join their expanding operations. This remote position is ideal for a proactive problem-solver passionate about delivering exceptional technical assistance. You will be responsible for resolving intricate technical issues reported by clients, ensuring minimal downtime and maximum system performance. The role demands a strong analytical mindset, deep technical expertise, and excellent communication skills to effectively interact with both technical and non-technical stakeholders. Joining our client means becoming part of an innovative company that values continuous learning and professional development, all while working from the comfort of your home.

Key Responsibilities

• Provide advanced technical support and troubleshooting for our client's suite of software and hardware products.
• Diagnose and resolve complex technical issues escalated from Level 1 support, identifying root causes and implementing effective solutions.
• Collaborate closely with engineering and product development teams to report bugs, suggest improvements, and contribute to product enhancements.
• Create and maintain detailed technical documentation, including troubleshooting guides, FAQs, and knowledge base articles.
• Manage and prioritize a queue of technical support tickets, ensuring timely and efficient resolution according to service level agreements (SLAs).
• Conduct remote diagnostics and troubleshooting sessions with clients, guiding them through complex procedures.
• Proactively monitor system performance and identify potential issues before they impact users.
• Assist in the onboarding and training of new technical support team members.
• Stay up-to-date with the latest technological advancements relevant to our client's products and services.

Requirements

• Minimum of 4 years of experience in a technical support or helpdesk role, with a focus on Level 2 or Level 3 support.
• Proven expertise in troubleshooting and resolving complex technical issues related to software, hardware, and networks.
• Strong understanding of operating systems (Windows, macOS, Linux), networking protocols (TCP/IP, DNS, DHCP), and cloud technologies.
• Excellent analytical and problem-solving skills, with a methodical approach to diagnosing issues.
• Exceptional verbal and written communication skills, with the ability to explain technical concepts to a non-technical audience.
• Proficiency in using remote support tools and ticketing systems (e.g., Zendesk, Jira).
• Ability to work independently with minimal supervision and manage time effectively in a remote setting.
• A bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• Strong commitment to customer satisfaction and delivering high-quality support.

Benefits

This fully remote opportunity offers a competitive salary package commensurate with experience. Our client provides comprehensive health insurance, retirement savings plans, and generous paid time off. You will benefit from a flexible work environment, ongoing training and certification opportunities, and the chance to work with a talented and supportive international team. This role is based remotely, serving clients and the company's operational needs, making it an ideal position for individuals seeking autonomy and professional growth without the need to be in the office in Rustenburg, North West .