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GoldenRule

Level 2 Support Engineer

GoldenRule

  • R Undisclosed
  • Contract Intermediate position
  • Johannesburg
  • Posted 31 Oct 2025 by GoldenRule
  • Expires in 32 days
  • Job 2626231 - Ref GDR03707
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About the position


  • Experience in .Net API

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

  • Knowledge of ServiceNow-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 incident.

  • 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.

Desired Skills:

  • Systems Analysis
  • Complex Problem Solving
  • Programming/configuration
  • Critical Thinking
  • Time Management

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GoldenRule

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About the agency

GoldenRule is positioned as a Strategic Resourcing Partner. We are IT Services company with a Total solution offering around staffing issues. We currently offer the following services: * Contracting of GoldenRule fulltime staff to our clients for in-house or external projects. * Permanent placements * Temporary placements to permanent placements * Allowing our fulltime employees to accept job offers from our clients to add further value. * All candidates are technically evaluated for each position. (GoldenRule makes use of an In-house evaluation methodology and Teckcheck) * Hosting learnerships. We hold the risk in developing junior resources. Ideal for AA candidates. * We are able to provided local, AA and international skills. * With international resources meticulous attention is given to Work Permit issues and the relocation of our employees. GoldenRule has an attentive program for relocation and integration of our employees into South Africa. This includes accommodation in furnished guesthouses, transport to and from work, assistance with various forms of finance and obtaining banking products etc.

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