Technical Support Specialist - Tier 2

Placements24; Cape Town; Hybrid; ZAR 240,000 - 320,000; Full time

Benefits offered by this job

Hybrid work model

Career development

Competitive salary

Job summary

Placements24 in Cape Town, Western Cape, seeks a Technical Support Specialist (Tier 2) to handle escalated issues, diagnose complex hardware, software and network problems, and deliver timely resolutions. You will document activities, provide clear guidance to customers, and collaborate with development teams to identify bugs, while working in a hybrid model with ongoing certification opportunities.

Strong communication, analytical thinking, and the ability to manage multiple tickets within SLAs

Qualifications

• Experience in technical support roles at Tier 2 or higher.
•  
• Bachelor's degree in CS/IT or equivalent work experience.

Responsibilities

• Respond to and resolve escalated support requests from Tier 1 and end-users.

Skills

Operating systems

Networking

Troubleshooting

Remote support

Ticketing systems

Customer communication

Team collaboration

Certifications

Education

Bachelor's degree in CS/IT

Tools

Zendesk

ServiceNow

Job description

About the Role

Our client, a prominent technology solutions provider based in the scenic coastal city of Cape Town , Western Cape , is looking for a skilled Technical Support Specialist (Tier 2). This role is integral to our client's commitment to delivering superior technical assistance to their valued customers. You will be responsible for handling escalated technical issues that require in-depth knowledge and troubleshooting expertise. This involves diagnosing complex hardware, software, and network problems, providing timely resolutions, and ensuring customer satisfaction. The ideal candidate will possess strong analytical skills, a methodical approach to problem-solving, and excellent communication abilities to explain technical concepts clearly. Join a leading tech company in the beautiful Western Cape and contribute to maintaining high standards of technical support in Cape Town .

Key Responsibilities

• Respond to and resolve escalated technical support requests from Tier 1 support agents and end-users.
• Diagnose and troubleshoot complex hardware, software, and network issues across various platforms.
• Provide detailed technical guidance and solutions to customers, ensuring clear and concise communication.
• Document all support activities, resolutions, and knowledge base articles accurately.
• Collaborate with development and engineering teams to identify and resolve software bugs and product issues.
• Perform remote troubleshooting and desktop support for clients.
• Manage assigned support tickets and ensure timely resolution within service level agreements (SLAs).
• Proactively identify potential technical problems and recommend preventative measures.
• Stay updated on product updates, new technologies, and industry best practices.
• Contribute to the development and improvement of support processes and tools.

Requirements

• Proven experience as a Technical Support Specialist, IT Support Engineer, or similar role, with a focus on Tier 2 or higher support.
• Strong understanding of operating systems (Windows, macOS, Linux), networking protocols (TCP/IP, DNS, DHCP), and hardware components.
• Proficiency in troubleshooting common software applications and enterprise systems.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
• Excellent analytical and problem-solving skills with a methodical approach.
• Strong verbal and written communication skills, with the ability to explain technical issues to non-technical users.
• Ability to work independently and as part of a team, managing multiple priorities effectively.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are highly desirable.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Experience in a customer-facing support role is essential.

Benefits

• Competitive salary package reflecting skills and experience.
• Opportunities for professional growth and certifications.
• Exposure to cutting-edge technologies and diverse client environments.
• Collaborative and supportive work culture in Cape Town .
• Contribution to a company renowned for its technical expertise.
• Hybrid work model for enhanced work-life balance.