Tier 2 - IT Engineer / South Africa

Tech-Keys; Pretoria; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A technology firm in Pretoria is seeking an experienced Tier 2 IT Engineer to provide technical support, troubleshoot issues, and ensure quality service delivery. Candidates should have a strong background with at least 3 years of experience, excellent customer service skills, and familiarity with technologies like Azure and Office 365. The role involves assisting customers, resolving IT inquiries, and maintaining communication throughout support processes.

Qualifications

• 3+ years of experience as a Tier 2 IT Engineer.
• Excellent communication skills and customer service.
• Networking experience and troubleshooting printers.

Responsibilities

• Provide IT support to customers.
• Troubleshoot and resolve IT-related inquiries.
• Maintain and update knowledge base.

Skills

Customer service skills

Problem-solving

Analytical skills

Technical explanation

Education

Degree in Information Technology

Tools

Azure

Datto

Office 365

Job description

Tech-Keys is seeking an experienced Tier 2 IT Engineer to join our team. The ideal candidate will provide technical support to our customers and consistently strive for quality service delivery. The successful candidate will be able to troubleshoot and resolve our customers' IT related issues.

Responsibilities

• Provide IT support to internal and external customers
• Troubleshoot and resolve IT related inquiries and problems
• Maintain and update our knowledge base and technical documents
• Ensure service delivery quality at all times

Expected Outcomes

• Work on 15-20, and resolve 12-14 Tier 2 tickets each day
• Provide the best possible solution to clients
• Maintaining clear communication with clients
• Keeping assigned tickets organized and updated
• Periodic assignment of afterhoursoncallsupport
• Periodic visits onsite at our clients

Interview Process

1. Apply to the position, upload your resume, and answer the questions in the application.
2. Upon reviewing your resume, we'll send you an email with a link to perform a one‑way video interview.
3. Upon reviewing the video interview, we'll email you asking to set up an in‑person interview.
4. After the interview we will email you asking for references.
5. We will call you letting you know our decision and discuss compensation.
6. At any point during this process if we feel you will not be a fit, we will let you know, we do not leave applications unanswered!

Qualifications

• Proven experience working as a Tier 2 IT engineer for at least 3 years
• Excellent customer service and communication skills
• Excellent problem solving and analytical skills
• Ability to explain technical solutions in a clear and understandable manner
• Experience in 365 administration
• Networking experience
• Experience trouble shooting printers
• Experience with Azure
• Experience with Datto
• Degree in Information Technology is a plus
• MS-102 certification is a plus
• MD-102 certification is a plus