2nd Line Support Engineer

Job Description: Tier 2 Helpdesk Engineer - Remote

Position Overview:

The Tier 2 Helpdesk Engineer is responsible for providing advanced technical support to end-users, resolving complex issues, and ensuring the smooth operation of IT systems. This role involves troubleshooting, diagnosing, and resolving hardware and software problems, as well as collaborating with other IT team members to improve service delivery.

These roles involve supporting a US partner (Eastern) start times will be 3pm/4pm - 12am / 1am SAST.

This role will include working on-call eight weeks per year (24/7), additional payments will be made for this.

Key Responsibilities:

• Provide advanced technical support for hardware, software, and network issues.
• Diagnose and resolve complex technical problems escalated from Tier 1 support.
• Assist with the installation, configuration, and maintenance of IT systems.
• Document and track issues, resolut...