Cape Town: Senior Support Engineer posted by Sabenza IT & Recruitment

Purpose of the role:

The Senior Support Engineer is responsible for providing high-level technical support, troubleshooting, and maintenance for client systems and applications. This role ensures timely resolution of issues, supports system installations and upgrades, and collaborates with internal teams to deliver robust IT solutions.

Key Responsibilities:

• Provide expert technical support and troubleshooting for clients across hardware, software, and network systems.
  
• Respond promptly to support tickets and client inquiries, ensuring SLA adherence.
  
• Diagnose, resolve, and document hardware and software issues.
  
• Assist with system and software installations, upgrades, and configurations.
  
• Collaborate with development, IT, and other technical teams to resolve complex issues.
  
• Maintain up-to-date knowledge of emerging technologies, industry best practices, and support methodologies.
  
• Escalate critical or unresolved issues to higher-level support or management as needed.
  
• Create and maintain detailed documentation of recurring issues and solutions for knowledge management.
  

Requirements

Minimum Qualifications:

• NQF Level 6 qualification or a Degree in Information Communication Technology (ICT) or related field, including Information Systems.
  
• Relevant certifications such as Microsoft, Oracle, or AWS are highly desirable.
  
• Minimum of 5 years experience in a Support Engineer role, preferably in a client-facing or enterprise environment.