Level 2 Support Engineer

Job in Johannesburg, 2000, South Africa

Listing for: Golden Rule

Contract position
Listed on 2026-01-27

Job specializations:

IT/Tech
Technical Support, IT Support, Systems Engineer, Systems Analyst

The Role

Experience in .Net API.

Troubleshoot and identify root causes using Elastic Kibana and other diagnostic tools.

Knowledge of Service Now-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 incidents.

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 minimising 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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