Technical Support Specialist - Level 2

Placements24; Centurion; Hybrid; ZAR 279,000 - 469,000; Full time

Job summary

Placements24 in Centurion, Gauteng, is seeking a skilled Technical Support Specialist to join a high-performing escalation team. You will resolve complex hardware and software issues and mentor Tier 1 staff.

You will work remotely with occasional on-site collaboration, handling Windows, macOS, Linux environments, and networking. The role requires strong analytical skills, effective communication, and a customer-first mindset.

Qualifications

• 3+ years in a technical support role (L2/L3).
• In-depth knowledge of Windows, macOS, Linux, networking, and common software applications.
• Proven ability to troubleshoot hardware and software problems effectively.
• Excellent analytical and problem-solving skills with a methodical approach.
• Experience with remote support tools and ticketing systems (Zendesk, Jira).
• Ability to work remotely from Centurion, Gauteng, ZA with possible on-site collaboration.

Responsibilities

• Investigate, diagnose, and resolve complex technical issues reported by customers or escalated from Tier 1 support.
• Provide expert technical guidance and support via phone, email, remote access, and chat.
• Document technical solutions and troubleshooting steps clearly and concisely.
• Collaborate with engineering and development teams to identify root causes of recurring technical problems and suggest improvements.
• Assist in creating and updating technical documentation, knowledge base articles, and user guides.
• Train and mentor junior support staff on technical matters and best practices.
• Manage and prioritize multiple technical issues simultaneously while maintaining high-quality service.
• Ensure timely follow-up and communication with customers regarding the status of their technical issues.
• Contribute to the continuous improvement of support processes and tools.

Skills

Tier 2/3 support

Cross-platform knowledge

Deep troubleshooting

Analytical mindset

Excellent communication

Education

Certifications in IT (e.g., CompTIA A+, Network+, MCSA)

Tools

Zendesk

Jira

Job description

About the Role

Our client is on the lookout for a skilled and resourceful Technical Support Specialist to join their advanced technical support division. This role is crucial for addressing more complex technical issues that require in-depth knowledge and troubleshooting capabilities. You will act as a point of escalation for the Tier 1 support team, ensuring rapid and effective resolution of technical challenges faced by customers. The ideal candidate is technically adept, possesses excellent analytical skills, and has a strong aptitude for diagnosing and resolving hardware and software problems. This position, based in **Centurion, Gauteng**, offers a challenging yet rewarding experience for professionals seeking to leverage their technical expertise. We value innovation, efficiency, and a customer-first mindset. You will play a significant role in maintaining the high standards of technical assistance our client provides.

Key Responsibilities

• Investigate, diagnose, and resolve complex technical issues reported by customers or escalated from Tier 1 support.
• Provide expert technical guidance and support via phone, email, remote access, and chat.
• Document technical solutions and troubleshooting steps clearly and concisely.
• Collaborate with engineering and development teams to identify root causes of recurring technical problems and suggest improvements.
• Assist in creating and updating technical documentation, knowledge base articles, and user guides.
• Train and mentor junior support staff on technical matters and best practices.
• Manage and prioritize multiple technical issues simultaneously while maintaining high-quality service.
• Ensure timely follow-up and communication with customers regarding the status of their technical issues.
• Contribute to the continuous improvement of support processes and tools.

Requirements

• Minimum of 3 years of experience in a technical support role, with a focus on L2 or L3 support.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
• Proven ability to troubleshoot hardware and software problems effectively.
• Excellent analytical and problem-solving skills, with a methodical approach to issue resolution.
• Strong communication and interpersonal skills, capable of explaining technical details to non-technical users.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, Jira).
• Relevant technical certifications (e.g., CompTIA A+, Network+, MCSA) are highly advantageous.
• Ability to work independently and manage your workload efficiently.
• Must be able to work remotely from **Centurion, Gauteng, ZA** or surrounding areas and be available for occasional on-site collaboration if required by project demands.

Benefits

• Attractive contract rate.
• Opportunity to work on challenging and cutting-edge technical issues.
• Professional development and training opportunities.
• Gain exposure to a wide range of technologies and platforms.
• Flexible working arrangements with a remote component.
• Work with a forward-thinking company dedicated to technological excellence.
• Potential for contract extension based on performance.
• Contribute to a critical function within a leading organization.