Tier 2 Technical Support Agent

Placements24; Bloemfontein; Hybrid; ZAR 260,000 - 420,000; Full time

Benefits offered by this job

Hybrid work arrangement

Medical and dental insurance

Professional certifications support

Retirement savings plan

Job summary

Placements24 is seeking a skilled Tier 2 Technical Support Agent to join its technology solutions team in Welkom, Free State. You will handle advanced hardware, software, and network issues and act as an escalation point for complex problems with impact on customers.

The role offers a dynamic hybrid model, allowing flexibility while ensuring collaboration with IT and engineering teams. Strong troubleshooting, communication, and documentation skills are essential for success.

Qualifications

• 3+ years in technical support, with 1+ year in Tier 2+.
• Strong knowledge of Windows, macOS, Linux, networking.
• Experience with Jira or Zendesk and KB management.
• Excellent communication to explain tech to non-technical users.
• Ability to work independently and in a team.
• Familiarity with remote support tools.
• IT certifications are a strong advantage.
• Hybrid schedule in Welkom area.

Responsibilities

• Provide advanced technical support for hardware, software, and network issues escalated from Tier 1.
• Diagnose, troubleshoot, and resolve complex technical problems efficiently.
• Document all activities in the ticketing system.
• Explain solutions clearly to customers.
• Collaborate with development and engineering teams to identify root causes.
• Create and maintain technical documentation and FAQs.
• Participate in on-call rotation to provide support outside of standard business hours.
• Monitor system performance and identify issues early.
• Train Tier 1 staff on advanced troubleshooting.

Skills

Analytical skills

Communication

Team collaboration

Mentoring Tier 1

Troubleshooting

Education

CompTIA A+

CCNA

CompTIA Network+

Tools

Jira

Zendesk

Job description

About the Role

Our client, a rapidly expanding technology solutions provider, is seeking a skilled Tier 2 Technical Support Agent to join their team in Welkom, Free State . This critical role involves providing advanced technical assistance to customers experiencing complex hardware and software issues. You will act as a key escalation point, diagnosing and resolving challenging technical problems that cannot be addressed by Tier 1 support. This position requires a deep understanding of IT systems, excellent analytical skills, and a strong commitment to customer satisfaction. The role offers a dynamic hybrid work model, allowing for flexibility while maintaining essential team collaboration. Join a company that invests in its employees' growth and offers a stimulating environment for IT professionals. We are looking for individuals who are adept at troubleshooting, possess strong communication skills, and are passionate about technology and problem-solving. Be part of a company that values innovation and provides excellent career progression opportunities in the tech industry. Your expertise will be crucial in maintaining high service levels and ensuring customer confidence in our client's offerings in the Welkom area.

Key Responsibilities

• Provide advanced technical support for hardware, software, and network issues escalated from Tier 1 support.


• Diagnose, troubleshoot, and resolve complex technical problems efficiently and accurately.


• Document all support activities, including troubleshooting steps and resolutions, in the ticketing system.


• Communicate technical solutions clearly and concisely to customers, ensuring their understanding.


• Collaborate with development and engineering teams to identify root causes of recurring issues and propose solutions.


• Create and maintain technical documentation, knowledge base articles, and FAQs for both internal and external use.


• Participate in on-call rotation to provide support outside of standard business hours.


• Monitor system performance and identify potential issues before they impact users.


• Train and mentor Tier 1 support staff on advanced troubleshooting techniques.

Requirements

• Minimum of 3 years of experience in a technical support role, with at least 1 year in a Tier 2 or higher capacity.


• In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and hardware troubleshooting.


• Familiarity with remote support tools and technologies.


• Strong analytical and problem-solving skills.


• Excellent communication and interpersonal skills, with the ability to explain technical details to non-technical users.


• Experience with ticketing systems (e.g., Jira, Zendesk) and knowledge base management.


• Ability to work independently and as part of a collaborative team.


• Relevant IT certifications (e.g., CompTIA A+, Network+, CCNA) are a strong advantage.


• Availability to work a hybrid schedule, balancing remote and office-based work in Welkom .

Benefits

• Competitive salary package of R per annum.


• Hybrid work arrangement offering flexibility.


• Comprehensive medical and dental insurance.


• Opportunities for professional certifications and advanced training.


• Retirement savings plan with company contribution.


• Collaborative and supportive team environment.


• Access to the latest technology and tools.


• Paid leave and public holidays.