Technical Support Engineer - Tier 2

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

About the Role

Our client, WhatJobs Direct, is actively seeking a skilled Technical Support Engineer (Tier 2) to join their growing operations in **Durban**. This critical role involves providing advanced technical assistance to customers, troubleshooting complex issues, and contributing to the overall stability and performance of our client's services. The ideal candidate will possess strong technical acumen, excellent diagnostic skills, and a passion for resolving challenging problems. You will be a key player in ensuring customer satisfaction by delivering timely and effective technical solutions. This position offers a hybrid work arrangement, combining office-based collaboration with the flexibility of remote work, situated in the beautiful coastal city of **Durban, KwaZulu-Natal**.

Key Responsibilities

• Investigate, diagnose, and resolve complex technical issues reported by customers via various channels (phone, email, chat).
• Escalate unresolved issues to Tier 3 support or engineering teams with detailed documentation and analysis.
• Provide clear and concise technical guidance and solutions to customers, ensuring their understanding.
• Develop and maintain technical documentation, including knowledge base articles, troubleshooting guides, and FAQs.
• Collaborate with engineering and product teams to identify product defects and suggest improvements.
• Monitor system performance and identify potential issues before they impact customers.
• Assist in the training and mentoring of Tier 1 support staff.
• Contribute to the continuous improvement of support processes and tools.
• Manage and prioritize incoming support tickets effectively, ensuring adherence to service level agreements (SLAs).

Requirements

• - Minimum of 4 years of experience in technical support, preferably in a Tier 2 or higher role.
• - Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• - Proven experience troubleshooting hardware and software issues.
• - Excellent analytical and problem-solving skills.
• - Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• - Experience working in a hybrid environment and managing tasks effectively across different work settings.
• - Familiarity with ticketing systems (e.g., Jira Service Desk, Zendesk) and remote support tools.
• - Must be located in or able to commute to **Durban, KwaZulu-Natal**.
• - Relevant IT certifications (e.g., CompTIA A+, Network+) are a plus.

Benefits

• Competitive salary package reflecting your expertise.
• Comprehensive benefits including medical aid and retirement fund contributions.
• Opportunities for advanced technical training and certifications.
• A dynamic and supportive team environment.
• Hybrid work model offering flexibility and work-life balance.
• Exposure to cutting-edge technologies and challenging projects in **Durban**.