A leading international tech company is hiring a Level 2 Support Engineer
1 week ago
Job Title: Level 2 Support Engineer
Location: JHB
No of positions: 2
Mode: Hybrid
Role: Open for Contract or Permanent
Job Description:
- Experience in Dotnet API
- Troubleshoot and identify root causes using
Elastic Kibana
and other diagnostic tools. - Knowledge of ServiceNow-Incident Management
- Proficiency in troubleshooting tools and techniques to identify and resolve problems quickly.
- Handle escalated technical issues that cannot be resolved by Level 1 support.
- Collaborate with cross-functional technical teams to resolve complex incident.
- Excellent communication abilities, particularly when translating complex technical issues into clear, understandable language for non-technical stakeholders.
- Lead in identifying recurring technical issues and recommend long-term solutions to prevent future incidents.
- Maintain detailed documentation of all technical issues, steps taken, and resolutions for future reference and knowledge sharing.
- Monitor system performance and provide solutions to potential issues before they escalate.
- Train Level 1 support staff on resolving recurring or common issues to improve overall team efficiency.
- Escalate unresolved or critical incidents to Level 3 support when necessary, providing comprehensive handover documentation.
- Ability to think critically and offer quick resolutions while minimizing system downtime.
- Ability to provide step-by-step troubleshooting guidance to customers and colleagues.
- Strong interpersonal skills for effective collaboration with cross-functional teams.
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