Tier 2 Support Engineer | Independent Contractor | Remote | South Africa| EST Working Hours

Tier 2 Support Engineer | Independent Contractor | Remote | South Africa | EST Working HoursReference: TG-T2-001Contract Rate: Market RelatedLocation: RemoteShift: Supporting USA-based operations (EST shifts required)The Role:Are you an experienced technical support professional who enjoys solving complex problems, investigating the root cause of technical issues, and taking ownership of escalations that require more advanced troubleshooting?We are seeking an experienced Tier 2 Support Engineer to provide advanced technical support across our IT environment. The ideal candidate will have strong hands-on experience in technical troubleshooting, networking, Windows Server and Active Directory environments, telephony or contact-centre platforms, system monitoring, and incident resolution.As a Tier 2 Support Engineer, you will serve as a senior escalation point for unresolved technical issues from Tier 1. You will investigate complex incidents, restore services within established SLAs, support infrastructure and operational systems, document solutions, and work closely with Tier 1, Tier 3, clients, and external vendors.Who You Are:You don't just close tickets; you want to understand why something failed and how to prevent it from happening again.You are comfortable taking ownership of complex technical issues, working methodically through troubleshooting steps, analysing system behaviour and logs, and documenting your findings clearly.You understand the importance of system stability, security, change control, and accurate technical documentation. You can communicate effectively with both technical and non-technical stakeholders and remain calm when dealing with critical incidents or service outages.You also enjoy sharing your knowledge and helping Tier 1 support teams strengthen their technical capability.Language Requirements:Fluent English communication skills, both verbal and written (non-negotiable)Strong professional and technical communication skillsAbility to explain technical issues clearly to colleagues, clients, and other stakeholdersStrong technical documentation and reporting skillsInterviews and assessments will be conducted in EnglishWhat You Must Have:Previous experience in a Tier 2, Level 2, Systems Support, Infrastructure Support, or similar technical support roleStrong advanced troubleshooting and problem-solving skillsExperience handling escalated technical incidents from Tier 1 support teamsHands-on experience supporting Windows Server and Active DirectoryExperience with Group Policies, authentication, user access, and permissionsStrong understanding of networking concepts including VPN, routing, switching, DNS, DHCP, and firewallsExperience supporting or troubleshooting telephony, VoIP, contact-centre, or similar communication platformsExperience monitoring systems, alerts, logs, and infrastructure healthUnderstanding of incident management, Root Cause Analysis (RCA), and problem managementExperience working within established SLA and KPI requirementsUnderstanding of Change Management processes and controlled system changesAbility to document technical resolutions, troubleshooting steps, and preventative recommendationsStrong understanding of IT security principles, access control, and least-privilege practicesAbility to work effectively with Tier 1, Tier 3, clients, and external vendorsStrong organisational skills and attention to detailAbility to work independently in a structured remote environmentAvailability to work USA (EST) shifts as requiredMust meet the technical requirements listed belowWhat You'll Be Doing:Reviewing and taking ownership of technical issues escalated from Tier 1Validating troubleshooting already completed and determining appropriate next stepsPrioritising escalated incidents and managing them through to resolutionPerforming advanced troubleshooting across applications, networks, systems, and infrastructureConducting root-cause investigations and providing documented resolutions or workaroundsSupporting telephony and contact-centre platformsMonitoring platform uptime and investigating service degradation and configuration issuesTroubleshooting VPN, routing, switching, DNS, DHCP, firewall, and connectivity issuesPerforming configuration checks and implementing approved technical fixesAdministering and supporting Windows Server, Active Directory, Group Policies, and authentication systemsResolving user access and permission-related incidentsMonitoring system alerts and logs and responding according to incident severityParticipating in planned maintenance, system upgrades, and approved change implementationsEnsuring system changes are properly documented and authorised before implementationConducting Root Cause Analysis for recurring or major incidentsCoordinating long-term technical fixes with Tier 3 teams and external vendorsRecording technical solutions and lessons learned in the Knowledge BaseReviewing Tier 1 Knowledge Base content for technical accuracyProviding technical guidance and mentorship to Tier 1 support agentsSupporting technical training and knowledge-sharing initiativesMaintaining communication with affected teams throughout the incident lifecycleContributing to post-incident reviews, process improvements, automation, and monitoring enhancementsPerformance & Service Expectations:This is an SLA-driven technical support environment. The Tier 2 Support Engineer will be expected to work within defined response and resolution targets, including:Acknowledging escalated tickets promptlyResolving high- and medium-priority incidents within established SLA targetsResponding rapidly to critical network and system outagesMaintaining accurate incident and troubleshooting documentationCompleting Root Cause Analysis reports within required timelinesMaintaining high standards of system availability and reliabilityEnsuring system changes are properly logged and approvedContributing regularly to technical Knowledge Base documentationSupporting the ongoing development of Tier 1 technical capabilitySystems & Technical Environment:To succeed in this role, you should be comfortable working across a modern technical support and infrastructure environment, including:Windows ServerActive DirectoryGroup PolicyAuthentication and access managementVPNRouting and switchingDNS and DHCPFirewallsTelephony and contact-centre platformsRemote infrastructure and monitoring systemsTicketing and incident management platformsChange Management systemsKnowledge Base and technical documentation platformsGoogle MeetGoogle WorkspaceSlackClickUpHubSpotIndependent Contractor & Technical Requirements:As this is an Independent Contractor role, you will be responsible for managing your own taxes, equipment, and professional workspace. To ensure reliable remote technical support, the following technical standards are mandatory:Hardware:Reliable desktop or laptop (Windows 11 or higher)Intel i5 / AMD Ryzen 3 (minimum) with 8GB RAMA second monitor is required to effectively manage multiple technical systems simultaneouslyA professional noise-cancelling USB headsetConnection:Stable fibre internet onlyMinimum 20Mbps upload and download speedA wired Ethernet connection is required (WiFi or 4G/5G mobile data are not accepted due to jitter and latency)Workspace:A quiet, dedicated, and professional home office space free from background noiseA reliable power backup solution (UPS, Inverter, or Solar) capable of keeping your computer, monitor, and router powered for the duration of your shiftWhy Join Us?100% RemoteWork within an international technical support environmentExposure to advanced technical troubleshooting and infrastructure supportWork across Tier 1, Tier 2, and Tier 3 support functionsOpportunity to work with clients and external technology vendorsOpportunity to contribute to technical improvements, automation, and knowledge sharingReady to Apply?If you have strong Tier 2 technical support experience and are confident troubleshooting complex system, network, infrastructure, and contact-centre issues, we'd love to hear from you.Apply here: https://www.tymeglobal.com/careers/Please quote reference TG-T2-001 in your application.

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Tier 2 Support Engineer | Independent Contractor | Remote | South Africa | EST Working HoursReference: TG-T2-001Contract Rate: Market RelatedLocation: RemoteShift: Supporting USA-based operations (EST shifts required)The Role:Are you an experienced technical support professional who enjoys solving complex problems, investigating the root cause of technical issues, and taking ownership of escalations that require more advanced troubleshooting?We are seeking an experienced Tier 2 Support Engineer to provide advanced technical support across our IT environment. The ideal candidate will have strong hands-on experience in technical troubleshooting, networking, Windows Server and Active Directory environments, telephony or contact-centre platforms, system monitoring, and incident resolution.As a Tier 2 Support Engineer, you will serve as a senior escalation point for unresolved technical issues from Tier 1. You will investigate complex incidents, restore services within established SLAs, support infrastructure and operational systems, document solutions, and work closely with Tier 1, Tier 3, clients, and external vendors.Who You Are:You don't just close tickets; you want to understand why something failed and how to prevent it from happening again.You are comfortable taking ownership of complex technical issues, working methodically through troubleshooting steps, analysing system behaviour and logs, and documenting your findings clearly.You understand the importance of system stability, security, change control, and accurate technical documentation. You can communicate effectively with both technical and non-technical stakeholders and remain calm when dealing with critical incidents or service outages.You also enjoy sharing your knowledge and helping Tier 1 support teams strengthen their technical capability.Language Requirements:Fluent English communication skills, both verbal and written (non-negotiable)Strong professional and technical communication skillsAbility to explain technical issues clearly to colleagues, clients, and other stakeholdersStrong technical documentation and reporting skillsInterviews and assessments will be conducted in EnglishWhat You Must Have:Previous experience in a Tier 2, Level 2, Systems Support, Infrastructure Support, or similar technical support roleStrong advanced troubleshooting and problem-solving skillsExperience handling escalated technical incidents from Tier 1 support teamsHands-on experience supporting Windows Server and Active DirectoryExperience with Group Policies, authentication, user access, and permissionsStrong understanding of networking concepts including VPN, routing, switching, DNS, DHCP, and firewallsExperience supporting or troubleshooting telephony, VoIP, contact-centre, or similar communication platformsExperience monitoring systems, alerts, logs, and infrastructure healthUnderstanding of incident management, Root Cause Analysis (RCA), and problem managementExperience working within established SLA and KPI requirementsUnderstanding of Change Management processes and controlled system changesAbility to document technical resolutions, troubleshooting steps, and preventative recommendationsStrong understanding of IT security principles, access control, and least-privilege practicesAbility to work effectively with Tier 1, Tier 3, clients, and external vendorsStrong organisational skills and attention to detailAbility to work independently in a structured remote environmentAvailability to work USA (EST) shifts as requiredMust meet the technical requirements listed belowWhat You'll Be Doing:Reviewing and taking ownership of technical issues escalated from Tier 1Validating troubleshooting already completed and determining appropriate next stepsPrioritising escalated incidents and managing them through to resolutionPerforming advanced troubleshooting across applications, networks, systems, and infrastructureConducting root-cause investigations and providing documented resolutions or workaroundsSupporting telephony and contact-centre platformsMonitoring platform uptime and investigating service degradation and configuration issuesTroubleshooting VPN, routing, switching, DNS, DHCP, firewall, and connectivity issuesPerforming configuration checks and implementing approved technical fixesAdministering and supporting Windows Server, Active Directory, Group Policies, and authentication systemsResolving user access and permission-related incidentsMonitoring system alerts and logs and responding according to incident severityParticipating in planned maintenance, system upgrades, and approved change implementationsEnsuring system changes are properly documented and authorised before implementationConducting Root Cause Analysis for recurring or major incidentsCoordinating long-term technical fixes with Tier 3 teams and external vendorsRecording technical solutions and lessons learned in the Knowledge BaseReviewing Tier 1 Knowledge Base content for technical accuracyProviding technical guidance and mentorship to Tier 1 support agentsSupporting technical training and knowledge-sharing initiativesMaintaining communication with affected teams throughout the incident lifecycleContributing to post-incident reviews, process improvements, automation, and monitoring enhancementsPerformance & Service Expectations:This is an SLA-driven technical support environment. The Tier 2 Support Engineer will be expected to work within defined response and resolution targets, including:Acknowledging escalated tickets promptlyResolving high- and medium-priority incidents within established SLA targetsResponding rapidly to critical network and system outagesMaintaining accurate incident and troubleshooting documentationCompleting Root Cause Analysis reports within required timelinesMaintaining high standards of system availability and reliabilityEnsuring system changes are properly logged and approvedContributing regularly to technical Knowledge Base documentationSupporting the ongoing development of Tier 1 technical capabilitySystems & Technical Environment:To succeed in this role, you should be comfortable working across a modern technical support and infrastructure environment, including:Windows ServerActive DirectoryGroup PolicyAuthentication and access managementVPNRouting and switchingDNS and DHCPFirewallsTelephony and contact-centre platformsRemote infrastructure and monitoring systemsTicketing and incident management platformsChange Management systemsKnowledge Base and technical documentation platformsGoogle MeetGoogle WorkspaceSlackClickUpHubSpotIndependent Contractor & Technical Requirements:As this is an Independent Contractor role, you will be responsible for managing your own taxes, equipment, and professional workspace. To ensure reliable remote technical support, the following technical standards are mandatory:Hardware:Reliable desktop or laptop (Windows 11 or higher)Intel i5 / AMD Ryzen 3 (minimum) with 8GB RAMA second monitor is required to effectively manage multiple technical systems simultaneouslyA professional noise-cancelling USB headsetConnection:Stable fibre internet onlyMinimum 20Mbps upload and download speedA wired Ethernet connection is required (WiFi or 4G/5G mobile data are not accepted due to jitter and latency)Workspace:A quiet, dedicated, and professional home office space free from background noiseA reliable power backup solution (UPS, Inverter, or Solar) capable of keeping your computer, monitor, and router powered for the duration of your shiftWhy Join Us?100% RemoteWork within an international technical support environmentExposure to advanced technical troubleshooting and infrastructure supportWork across Tier 1, Tier 2, and Tier 3 support functionsOpportunity to work with clients and external technology vendorsOpportunity to contribute to technical improvements, automation, and knowledge sharingReady to Apply?If you have strong Tier 2 technical support experience and are confident troubleshooting complex system, network, infrastructure, and contact-centre issues, we'd love to hear from you.Apply here: https://www.tymeglobal.com/careers/Please quote reference TG-T2-001 in your application.