Tier 2 Technical Support Agent

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.

• 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.

• 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 .

• 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.