Tier 2 Technical Support Engineer (Internal IT)

Tier 2 Technical Support Engineer (Internal IT)

Johannesburg, South Africa

About the job Tier 2 Technical Support Engineer (Internal IT)

Position: Tier 2 Technical Support Engineer (Internal IT) Company Overview: Netsurit is a leading provider of managed IT services and solutions to businesses of all sizes. With over 20 years of experience, we have built a reputation for delivering exceptional customer service and technical expertise. Our team of highly skilled professionals is dedicated to providing innovative solutions to help our clients achieve their business goals. Job Overview: We are seeking a Tier 2 Technical Support Engineer to join our internal IT team. In this role, you will be responsible for providing technical support and troubleshooting for our internal systems and applications. You will work closely with our Tier 1 support team and escalate complex issues to our Tier 3 engineers when necessary. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for delivering exceptional customer service.

Key Responsibilities:

1. Provide technical support and troubleshooting for internal systems and applications, including hardware, software, and network issues
2. Work closely with the Tier 1 support team to resolve complex technical issues
3. Escalate issues to Tier 3 engineers when necessary and follow up on escalated tickets to ensure timely resolution
4. Maintain accurate documentation of all support requests and resolutions
5. Proactively identify and resolve potential system and application issues
6. Assist with the implementation and maintenance of new systems and applications
7. Participate in on-call rotations to provide after-hours support when needed
8. Collaborate with other teams to identify and implement process improvements
9. Train and mentor Tier 1 support engineers to improve their technical skills and knowledge

Qualifications:

1. Bachelor's degree in Computer Science, Information Technology, or a related field
2. 3+ years of experience in a technical support role, preferably in an internal IT environment
3. Strong knowledge of Windows and Mac operating systems
4. Experience with Active Directory, Exchange, and Office 365
5. Familiarity with virtualization technologies (VMware, Hyper-V)
6. Excellent troubleshooting and problem-solving skills
7. Strong communication skills, both written and verbal
8. Ability to work independently and in a team environment
9. IT certifications (such as CompTIA A+, Network+, or Microsoft certifications) are a plus

Why Work for Netsurit?

1. Competitive salary and benefits package
2. Opportunity for growth and career development
3. Collaborative and supportive work environment
4. Exposure to a wide range of technologies and industries
5. Regular training and certifications to enhance your skills
6. Work with a team of highly skilled and passionate professionals

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