Technical Support Consultant

The number one goal of everyone in our team is to make our clients exceptionally happy, as customer experience is key. The Technical Support Consultant (L2) plays a crucial role in making sure that happens, as the next line of support to our Service Desk. 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 assistance is needed, the Technical Support Consultant (L2) can turn to the Level 3 team, the Service Delivery Manager and Technical Manager for guidance and support.

**Responsibilities**
- Able to function on a 24 by 7, shift-rotational basis, including weekends.
- 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 Service Desk Support Consultant (Level 1) to communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue.
- Assist the client with remote or on-site troubleshooting activities.
- Assist the client with on-site installation/implementation & removal of equipment.
- Managing and recording all work through our ITSM portal.
- Split tickets that have several issues into their own individual tickets to ensure linear tracking and resolution.
- Ensure tickets are not ‘stale’ throughout the Incident lifecycle process, and all tickets meet the Service Levels (SLA).
- Escalate tickets that require Team Lead or Technical Manager support.
- On-site hardware maintenance and support.
- Create and maintain documentations for on-site processes.
- Make sure that client documentations are well maintained.
- Collaborate with Projects team from time to time, to assist with project implementations on-site.
- Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and clients.
- Adhere to the schedules provided by the Team Leads or Service Delivery Manager.
- 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 Team Lead or Service Delivery Manager.

**Requirements**:

- Diploma or Degree in Engineering (Electrical & Electronic, Computer Science, Telecommunication, Information System of the equivalent).
- ITIL v4 certification will be an advantage.
- CCNA, Microsoft certifications, VMWare or Fortinet certifications will be an advantage.
- At least 2 to 3 years’ work experience as a Level 2 Technical Support Engineer, Desktop Support Engineer, IT Service Desk Engineer or similar roles.
- Hands-on experience with Windows/Linux OS environments.
- Hands-on experience in managing Active Directory, M365, MS Exchange, Storage, VPN, Network or virtual computing infrastructure.
- Good understanding of computer systems, mobile devices and other tech products.
- Good knowledge of cloud concepts and networking.
- Excellent ability to diagnose and troubleshoot basic to intermediate technical issues.
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step technical help, both written and verbal.
- Good attention to detail.
- Proactiveness, adaptability and a continuous learning mindset.