Senior Technical Support Engineer

A leading technology solutions provider in Polokwane, Limpopo , is looking for a highly skilled and customer-focused Senior Technical Support Engineer to join their dedicated support team. This role requires a proactive individual with a deep understanding of complex software and hardware systems, coupled with exceptional problem-solving abilities and excellent communication skills. You will be responsible for providing advanced technical assistance to clients, diagnosing and resolving intricate technical issues, and contributing to the continuous improvement of support processes. The ideal candidate will have a proven track record in technical support, a passion for customer satisfaction, and the ability to work effectively under pressure in a client-facing environment.

Key Responsibilities: Provide high-level technical support and troubleshooting for clients experiencing software and hardware issues. Diagnose complex technical problems, identify root causes, and implement effective solutions in a timely manner. Guide clients through step-by-step solutions, both verbally and in writing. Escalate unresolved issues to appropriate internal teams (e.g., development, engineering) and follow up to ensure resolution. Document all support interactions, troubleshooting steps, and resolutions in the ticketing system. Develop and maintain technical knowledge base articles and FAQs for internal and external use. Assist in the testing and deployment of software updates and new product releases. Mentor and train junior support engineers, sharing technical expertise and best practices. Proactively identify trends in support issues and recommend product or process improvements. Manage client relationships, ensuring a high level of satisfaction and retention. Participate in on-call rotation as required to provide after-hours support. Qualifications: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience. Minimum of 5 years of experience in a technical support role, with a focus on advanced troubleshooting of complex systems. Proficiency in diagnosing and resolving issues related to operating systems (Windows, Linux), networking, databases, and cloud technologies. Strong understanding of software development lifecycles and IT infrastructure. Excellent analytical and problem-solving skills, with a methodical approach. Exceptional customer service and communication skills, with the ability to explain technical concepts to non-technical users. Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud). Ability to work independently and manage multiple priorities in a fast-paced environment. Relevant certifications (e.g., CompTIA A+, Network+, Security+, Microsoft Certified) are highly advantageous. A proactive attitude and a commitment to continuous learning. This is an exciting opportunity to advance your career in technical support, working with cutting-edge technologies and making a tangible difference for our valued clients.