Job Description
WIZTECH firmly believes in staff empowerment. In line with WIZTECH’s core values, the candidate is expected to uphold accountability, practise integrity, promote collaboration and ensure customer success.
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.
The Technical Support Consultant (L2) provides Tier 2 support to our clients; handling escalated support requests from Service Desk Support Consultant (Level 1), as well as any projects that require on-site troubleshooting, installations or implementations. As such, the role requires the candidate to be fairly exposed to Active Directory, server, network, Exchange or any cloud infrastructure administration.
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.
Roles and Responsibilities
- Able to function on a 24 by 7, shift-rotational basis, including weekends.
- 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, installation/implementation & removal of equipment.
- 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).
- On-site hardware maintenance and support.
- Create and maintain documentations for on-site processes.
- 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.
- 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.
Education, Work Experiences and Capabilities
- Diploma in Computer Engineering or equivalent.
- ITIL v4, 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, Network Engineer or similar roles.
- Good experience with Windows/Linux OS environments.
- Extensive hands-on experience in managing Firewall, 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.
- Familiarity with remote desktop applications.
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step technical help, both written and verbal.
- Proactiveness, adaptability and a continuous learning mindset.
