Tier 2 IT Support Agent - Fully remote

Key Responsibilities Handle advanced escalations from Tier 1 agents, providing in-depth troubleshooting and resolution. KPI: 90% of escalated tickets acknowledged within 15 minutes. SLA: Resolution or workaround provided within 4 hours for high priority / 8 hours for medium priority incidents. KPI: Support contact centre platforms including telephony, VoIP, call routing, and softphone systems. KPI: 99.5% platform uptime maintained. SLA: Incidents affecting >20 users resolved within 2 hours. Troubleshoot and maintain networking environments (VPN, routing/switching, DNS, DHCP, firewall configurations). KPI: 95% of network-related incidents resolved within SLA targets. SLA: Critical outages mitigated within 1 hour, root cause documented within 48 hours. Administer server environments, including Windows Server, Active Directory, group policies, and authentication. KPI: 100% of access-related incidents resolved within 4 business hours. SLA: Security-related incidents escalated within 15 minutes of detection. Monitor system health and respond to alerts, ensuring uptime and stability. KPI: 95% of alerts acknowledged within 10 minutes. SLA: Mean Time to Detect (MTTD) Participate in planned system maintenance and change control processes. KPI: 100% of changes logged and approved through Change Management. SLA: 0% of unauthorized changes implemented. KPI: Collaborate with Tier 3 teams on complex incidents, root cause analysis, and long-term fixes. KPI: RCA delivered within 3 business days of incident closure. SLA: Permanent fixes for recurring incidents implemented within 30 days. Document solutions, maintain knowledge bases, and contribute to technical playbooks. KPI: 95% of resolved incidents documented within 24 hours. KPI: At least 2 new KB articles contributed per month. Mentor Tier 1 agents, helping them build technical depth and readiness for advancement. KPI: Conduct 23 training sessions per quarter. KPI: 10% reduction in Tier 1 escalations per quarter. Required Skills & Qualifications 46 years professional IT support or system/network administration experience. Demonstrated expertise with contact centre or telephony systems (VoIP, PBX, softphone). Strong background in enterprise networking (TCP/IP, DNS, DHCP, VPNs, firewall management). Solid experience with server administration (Windows Server, Active Directory, identity management). Experience working with distributed, remote-first teams. Strong communication, problem-solving, and incident management skills. Preferred Skills Experience with virtualization platforms (VMware, Hyper-V, VDI, Xen). Knowledge of monitoring and endpoint security tools and vulnerability management escalations. Familiarity with ITIL practices (incident, problem, change management). Relevant certifications such as CompTIA Network/Security, Microsoft Certified, Cisco CCNA/CCNP.

Location: South Africa, ZA

Posted Date: 10/5/2025