The number one goal of everyone in our team is to make our Clients exceptionally happy. The Technical Support Consultant (L2) plays an important role in making sure that happens.
Role and Responsibilities
- 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 L3 support
- Work with the 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
- Identify, Communicate, and Mitigate potential risks to the Service Delivery Manager and Clients
- Follow the schedule provided by the Service Delivery or 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
- Diploma or Degree in Engineering (Electrical & Electronic, Computer Science, Information System of the equivalent)
- Proven work experience as a 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
