Senior Technical Support Consultant

The number one goal of everyone in our team is to make our _c _lients exceptionally happy, as customer experience is key. The Senior Technical Support Consultant (Level 3) plays an important role in making sure that happens, as the next line of support to our Level 2 Technical Consultants. Our Service Desk functions as the Single Point of Contact (SPOC) for our clients.

Having excellent teamwork and communication skills, good ability to diagnose and troubleshoot issues quickly, as well as having a proactive, adaptable and a learning mindset enables us to be a pillar to our clients’ success.

When help is needed the Senior Technical Support Consultant (Level 3) can turn to the Team Leads and Technical Manager for guidance and support.

**Responsibilities**
- Able to function on 24 by 7, standby mode for our Level 2 teams.
- Delight our clients with a friendly, quick and helpful experience.
- Use our ITSM Portal to work on and resolve escalated Incidents and Service Requests from the Service Desk or Level 2 team.
- Work with Level 1 and Level 2 Engineer to communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to heir issue.
- Split tickets that have several issues into their own individual ticket.
- Managing and recording all work through our ITSM portal.
- Ensure tickets are not ‘stale’ throughout the Incident lifecycle process, and all tickets meet the Service Levels (SLA).
- Responsible for Level 3 support and escalations for Network and System issues.
- Assist the Client with advanced remote or on-site troubleshooting.
- Assist the Client with on-site installation/implementation & removal of equipment.
- Configure and manage virtual computing systems.
- Configure and install network devices such as routers, switches, firewalls, load balancers, etc.
- Monitor network and systems to ensure optimum performance, reliability and availability.
- Monitor Systems resource utilisation for trending and for capacity planning purposes.
- Work closely with internal and external teams for problem resolution.
- Work closely with product vendor for a resolution in the event a Level 4 escalation is required.
- Perform maintenance and upgrades of systems and networks.
- Adhere to policies on change management to ensure success of such projects.
- Implement security measures and ensure that policies are followed as part of governance.
- On-Site Hardware Maintenance and Support.
- Make sure that Client Documentation in well maintained.
- Collaborate with the Solutions Architect when implementing new infrastructure or solutions for clients.
- Collaborate with Projects team from time to time, to assist with project implementations on-site.
- Create and maintain documentation for on-site processes.
- Escalate tickets that require Team Leads or Technical Manager support.
- Identify, Communicate and Mitigate potential risks to the Technical Manager and Clients.
- Follow the schedule provided by the Team Leads or Technical Manager or appointed Service Coordinator / Dispatcher.
- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks.
- Follow all our Security Procedures and keeping a vigilant eye for Security Issues.
- Identify opportunities for improvement and make constructive suggestions for change.
- Contribute to the process of innovative change effectively.
- Undertake other duties as required by the Service Delivery Manager.

**Requirements**:

- Diploma or Degree in Engineering (Electrical & Electronic, Computer Science, Telecommunication, Information System of the equivalent) or higher.
- CCNA, Microsoft, Fortinet, VMWare or other IT certification would be an advantage.
- At least 4 to 6 years of hands-on experience in Active Directory, servers and network device configuration and troubleshooting, as well as systems and OS support.
- Proven work experience as a Server Engineer, Network Engineer, Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
- Hands-on experience with Windows/Linux OS environments.
- Good understanding of computer systems, mobile devices and other tech products.
- Good knowledge of cloud concepts and networking.
- Ability to diagnose and troubleshoot basic technical issues.
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step technical help, both written and verbal.
- Excellent attention to detail.
- Proactiveness, adaptability and a continuous learning mindset.