Tier 2 IT support engineer

SUMMARY:
Our Client is seeking a Tier 2 IT support engineer to join their company in Johannesburg.

POSITION INFO:
Job Requirements:

• Appropriate IT Diploma and or Qualification including MCSE, MCITP, A+, N+ qualification (for Tier 2)
• A minimum of 5 years’ experience in IT with a solid background in IT support
• Strong IT background (technical & future trends)
• Information Technology, including all technical infrastructure, bare servers and networking, systems, processes, desktop security, desktop, remote, cloud computing, hosting, web services, hardware, software, and multiple devices (e.g., PCs, Macs, mobile devices).
• Technical troubleshooting and problem resolution
• Customer Experience
• Customer Relationship Management
• Execution & Results Orientation
• Relationship Management & Conflict Resolution
• Networking
• Learning Agility
• Management Information & Reporting
• Attention to detail
• Solution orientation / Problem Solving
• Process orientation

• A Tier 2 IT support engineer is responsible for handling escalated technical issues that Tier 1 support cannot resolve, providing more advanced troubleshooting, and resolving complex IT problems.
• Contribute to IT infrastructure maintenance and upgrades, which may involve hardware, software, and network support.
• Involved in client site visits and support.
• Advanced Troubleshooting: Addressing complex IT issues escalated from Tier 1, requiring in-depth knowledge and experience.
• Technical Support: Providing support for hardware, software, network, and system-related problems.
• Issue Resolution: Diagnosing and resolving escalated incidents and service requests.
• Infrastructure Maintenance: Performing hardware and software installations, upgrades, and maintenance.
• Client Site Support: Potentially visiting and supporting clients in person.
• Collaboration: Working with other IT professionals to ensure smooth operations.
• Documentation: Maintaining records of installations, configurations, and support activities.
• Urgency and Urgency: Addressing incidents with a sense of urgency, regardless of the incident level.
• End-User Support: Providing support to end-users, resolving their IT problems and providing solutions