1St‐Line It Support Engineer – Desktop & Remote

What 1st Line IT Support Engineer Desktop Help...

About the Role Our client, a rapidly expanding software development firm specializing in enterprise solutions, is seeking a highly motivated and experienced Remote Technical Support Engineer (Tier
2) to join their established remote-first operations. This critical role involves providing in-depth technical assistance to our client's B2B customer base, resolving complex software and hardware issues, and contributing to the stability and performance of their cutting‑edge products. As a Tier 2 engineer, you will tackle escalated issues from Tier 1 support, acting as a key problem‑solver and liaison between customers and our client's development teams.

This is a fantastic opportunity to advance your career in a fully remote setting, working with a collaborative team that values innovation and customer success. You will be empowered to leverage your technical expertise to ensure our client's customers receive world-class support, regardless of their location. This position is based out of Rustenburg, North West, ZA , however, it is a fully remote position.

• Investigate, diagnose, and resolve complex technical issues reported by customers, escalating from Tier 1 support.
• Provide expert-level technical support for the company's software applications and related infrastructure.
• Analyze system logs, error reports, and performance data to identify root causes of problems.
• Develop and document clear, concise technical solutions and workarounds for customer issues.
• Collaborate closely with the development, QA, and product management teams to relay customer feedback and identify product improvement opportunities.
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides for both internal use and customer self‑service.
• Conduct remote training sessions for customers on product features and best practices.
• Monitor system performance and proactively identify potential issues.
• Manage multiple customer support tickets simultaneously, prioritizing effectively to meet service level agreements (SLAs).
• Participate in on‑call rotation for critical incident response.

• Minimum of 4 years of experience in technical support, preferably in a Tier 2 or higher capacity for software products.
• Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and database technologies.
• Proficiency in troubleshooting complex software applications, including installation, configuration, and performance issues.
• Excellent analytical and problem‑solving skills, with a methodical approach to issue resolution.
• Outstanding communication skills, both written and verbal, for clear articulation of technical information to diverse audiences.
• Ability to work independently and manage time effectively in a remote-first environment.
• Experience with ticketing systems (e.g., Jira Service Desk, Zendesk) and remote support tools.
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.
• Must be eligible to work remotely from Rustenburg, North West, ZA or other approved locations within South Africa.

• Competitive annual salary of R .
• Comprehensive private medical insurance.
• Generous annual leave and paid public holidays.
• Company-pro