Technical Support Engineer
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About the Role
Our client is seeking a highly proficient Technical Support Engineer specializing in network infrastructure to join their expanding team in Pretoria, Gauteng . This critical role involves providing advanced technical support to clients experiencing issues with complex network solutions. You will be responsible for diagnosing, troubleshooting, and resolving network-related problems, ensuring minimal downtime and maximum performance for our customers. The ideal candidate has a deep understanding of networking protocols, hardware, and software, coupled with exceptional analytical and problem-solving skills. This position offers the chance to work with cutting-edge technologies and contribute to the stability and reliability of our clients' networks. You will be a key player in maintaining our reputation for excellent technical support and client satisfaction.
Key Responsibilities
- Provide Tier 2 and Tier 3 technical support for network infrastructure issues.
- Diagnose and resolve complex network problems, including connectivity, performance, and security issues.
- Analyze network logs, traffic patterns, and system alerts to identify root causes of problems.
- Install, configure, and maintain network hardware and software components.
- Develop and implement solutions to prevent recurrence of network issues.
- Collaborate with engineering and development teams on product improvements and bug fixes.
- Document troubleshooting steps, solutions, and best practices.
- Respond to client inquiries via phone, email, and ticketing system in a timely and professional manner.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support or network engineering.
- In-depth knowledge of TCP/IP, DNS, DHCP, routing protocols (e.g., BGP, OSPF), and switching technologies.
- Experience with network monitoring tools (e.g., SolarWinds, PRTG, Nagios).
- Familiarity with firewalls, VPNs, and network security principles.
- Strong analytical and troubleshooting skills with meticulous attention to detail.
- Excellent communication and customer service skills.
- Relevant certifications (e.g., CCNA, CCNP) are highly desirable.
Benefits
- Competitive salary package commensurate with experience.
- Comprehensive medical, dental, and vision insurance.
- Generous annual leave and paid public holidays.
- Opportunities for professional certifications and training.
- A collaborative and innovative work environment.
- Retirement savings plan contribution.
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