Tier 2 Cloud Support Specialist – Midrand

Placements24; Midrand; On-site; ZAR 420,000 - 540,000; Full time

Benefits offered by this job

Medical and dental insurance

Retirement annuity

Performance bonuses

Competitive salary

Job summary

Placements24 is seeking a skilled Tier 2 Customer Support Agent for a cloud solutions company in Midrand, Gauteng. You will handle advanced technical issues escalated from Tier 1, working closely with engineering to deliver swift resolutions for enterprise clients.

Requires 3+ years in Tier 2 support, strong OS, networking, and cloud knowledge (AWS/Azure/GCP). On-site in Midrand with on-call rotation and knowledge-base contributions.

Qualifications

• Minimum of 3 years in a Tier 2 or higher technical support role, preferably in SaaS or cloud computing.
• Strong technical aptitude across operating systems, networking, and cloud technologies (AWS, Azure, GCP).
• Proven ability to troubleshoot complex technical problems efficiently.
• Excellent problem-solving, analytical and critical thinking skills.
• Strong written and verbal communication for a non-technical audience.
• Experience with ticketing systems such as Jira Service Desk or Zendesk.
• Ability to work independently in a fast-paced environment.
• Relevant technical certification is highly desirable.
• Must be willing to work onsite in Midrand, Gauteng.

Responsibilities

• Provide advanced technical support for complex customer issues escalated from Tier 1 support.
• Diagnose and troubleshoot software, hardware, and network problems related to our cloud services.
• Analyze system logs and error messages to identify root causes of issues.
• Communicate technical solutions clearly and effectively to customers via phone, email, and chat.
• Collaborate with engineering and product development teams to resolve bugs and implement fixes.
• Document troubleshooting steps, solutions, and technical knowledge in the knowledge base.
• Assist in developing and updating support documentation and procedures.
• Identify trends in customer issues and provide feedback to improve product stability and user experience.
• Participate in on-call rotation as required for urgent support needs.

Skills

Tier 2 technical support

Cloud technologies

Networking concepts

Windows Server

Linux

Jira Service Desk

Zendesk

Remote support tools

Strong communication

Analytical thinking

Tools

Jira Service Desk

Zendesk

Job description

Placements24 is seeking a skilled Tier 2 Customer Support Agent for a cloud solutions company in Midrand, Gauteng. You will handle advanced technical issues escalated from Tier 1, working closely with engineering to deliver swift resolutions for enterprise clients.

Requires 3+ years in Tier 2 support, strong OS, networking, and cloud knowledge (AWS/Azure/GCP). On-site in Midrand with on-call rotation and knowledge-base contributions.