Job Description
The number one goal of everyone in our team is to make our Clients exceptionally happy. The Senior Technical Support Consultant (Level 3) plays an important role in making sure that happens.
Roles and Responsibilites
- Responsible for Level 3 support and escalations for network and System issues;
- Configure and install network devices such as routers, switches, firewalls, load balancers, etc.
- Monitor network to ensure optimum performance, reliability and availability;
- Work closely with internal and external teams for problem resolution;
- Perform maintenance and upgrades of systems and networks;
- Check on resource utilisation for trending and capacity planning purposes;
- Adhere to policies on change management to ensure the success of such projects;
- Implement security measures and ensure that policies are followed to reach the required level of security;
- Work on and resolve escalated Helpdesk Tickets
- Delight our Clients with a Friendly, Quick and Helpful Experience
- Provide the Client with advanced on-site troubleshooting
- Provide the Client with on-site installation and removal of equipment
- On-Site Hardware Maintenance and Support
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
- Managing and recording all work through our Ticketing System
- Make sure that Client Documentation is well-maintained
- Split tickets that have several issues into their ticket
- Make sure that tickets aren’t “stale” throughout the process
- From time to time the projects team will need additional resources to help deliver projects on-site
- Create and maintain documentation for on-site processes
- Escalate tickets that require Service Delivery Manager support
- 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 their issue
- Identify, Communicate, and Mitigate potential risks to the Service Delivery Manager and Clients
- Follow the schedule provided by the Service Delivery Manager or the appointed Service Coordinator
- Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
- Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues
- Identify opportunities for improvement and make constructive suggestions for change
- Contribute to the process of innovative change effectively
Qualifications and Education Requirements
- 4 to 6 years of work experience
- Diploma or Degree in Engineering (Electrical & Electronic, Computer Science, Telecommunication, Information System of the equivalent) or higer
- CCNA certification would be an advantage
- At least 4 years of hands-on experience in network device configuration and troubleshooting, as well as system and OS support.
- Proven work experience as a 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
- Familiarity with remote desktop applications
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
