2nd Level Support Engineer

Overview of the role:

Your main objectives are to solve hardware and software problems independently through our ticketing system. You will be responsible for providing professional 2^nd level technical support to our clients for in house developed software solutions.

The role demands quick resolution skills combined with effective communication, to strive for high customer satisfaction. If quality customer service is your passion, then this role is for you.

Skills required:

• Providing 2^nd level technical support for the companies in house developed
• Take responsibility for customer satisfaction and overall success of the service
• Respond in a timely manner to support customer issues and
• Document actions in tickets to effectively communicate information internally and to
• Resolve problems independently and understands the correct escalation
• Reproducing and debugging customer reported problems as necessary and working with engineering and test teams to resolve issues.
• Ability to create and sustain a Documenting issues and their resolutions in a knowledgebase format for use both internal and external.
• Providing timely feedback into the development process on customer-reported product
• Troubleshooting skills with hardware, software, and
• Exceptional communication skills – written and
• Ability to quickly learn new skills and
• Strong attention to detail and logical problem-solving skills, with a passion for quality
• Able to organize multiple tasks and prioritize them to meet specific deadlines, work under own initiative, and respond to peaks in demand
• Able to work as part of a team with a strong commitment to a high-quality customer experience and continuous improvement
• Proficiency with recent Windows operating systems, cloud solution
• Pro-active, quality customer service
• Excellent analytical thinking and problem-solving
• Strong verbal (phone) and written (email) communication skills in
• Team oriented, but self-managed, with good
• Deadline and detail
• Ability to work and perform without direct guidance or Self-Starter.
• Clear understanding of the software development process and lifecycle including the role of customer support and sustaining product engineering in that process.

Educational / Experience requirements:

• Bachelor’s
• Or, equivalent work experience, a track record as service desk consultant with a minimum of 2 years of experience, in a similar technical support Experience in customer service ticketing tools and the process of attending to support tickets.

Advantageous:

• Experience in, or interest in, software development and Example, programming languages as JavaScript, Python, Java, and C#.
• Experience with SQL and Databases (Oracle, PostgreSQL, and MySQL).
• Server support, including Kubernetes
• TCP/IP networking skills to perform network troubleshooting; to isolate and diagnose common network problems.

Roles and responsibilities:

• The primary focus of this job is providing escalated support and solving tickets that Tier 1 could not solve in a timely manner.
• Preparation of technical documentation and reports, creation, and maintenance of a technical knowledgebase.
• This position will create, update, and respond to ticket requests via various communication channels.
• Perform advanced troubleshooting and updating knowledge bases articles with solutions performed.
• Recognize and escalate difficult technical issues to appropriate senior
• Ability to multi-
• Respond to Level 1 tickets with professional and timely
• Provide world class customer service whilst assisting our
• Manage incoming tickets and provide clients with
• Identification and resolution of hardware
• Remote coordination of replacements of various hardware
• Configuration of various hardware
• Technical coordination and close collaboration with our Level 1 team, our local data center teams, network team, and advanced services team.
• Proactive monitoring and quality
• Excellent customer and service orientation combined with effective communication, team skills, and social competence.

Additional information:

• Closing date:
• Type of role: Permanent
• Location: Hybrid Model (Centurion).
• Salary: to be discussed, in line with skills and

This role represents a fantastic opportunity to join a respected team. If you are interested and meet the selection criteria, please send your CV to Keshnee Reddy-Chetty, [email protected].