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Technical Consultant

/in /by
  • Dayshift – Full-time
  • Hybrid

Join Our Team: Where Your Network Expertise Connects the Future!

Job Description:
• Participate in weekly team huddles.
• Provide second-level technical support to customers via phone, email, and chat.
• Provide a high level of customer service to both Internal and External parties.
• Demonstrating a professional approach, with clear and concise communication in a timely manner to all parties.
• Take initiative in developing skills as individuals outside of training that is already provided. This may include but not limited to reading manuals and exploring company products.
• Ensuring that support processes and procedures are followed. Reporting directly to the Customer Support Lead of issues regarding support cases or project tasks in a timely manner.
• Ensure that any Operational Documents are used and signed off as required.
• Ensure daily checks, support cases and tasks assigned in your support queue are completed in a timely manner.
• Troubleshoot and resolve escalated technical issues related to hardware, software, and networking.
• Collaborate with L1 support and other technical teams to ensure effective issue resolution.
• Analyse recurring issues and identify areas for process improvement.
• Document technical solutions and create knowledge base articles for common problems.
• Assist in the training and mentoring of L1 support team members.
• Monitor and manage ticket escalations, ensuring timely resolutions.
• Participate in on-call support or standby rotation as needed.
• Stay updated with industry trends and new technologies to enhance support capabilities.
• Coordinate and work with L3 and vendors for some complex escalations
• Provide a high level of customer service to both Internal and External parties.
• Keen understanding of impact and urgency within all Technology aspects being dealt to assure that deadlines are met.
• Planning and Implementation of Hardware and software related to new projects or upgrades.
• Ability to identify new opportunities from both internal and external sources and share with the sales team to onboard or upsell.
• Capable to participate in both planned and adhoc projects as and when they arise with the ability to carry out the tasks defined in an accurate and timeous manner.
• Able to provide reporting and a high-level analysis associated with the work performed.
• Actively participates in the planning of team resourcing to assure availability of support, this includes standard operating hours and standby where needed.
• Engage proactively with customers regarding end-of-life devices, providing recommendations for replacements.

Requirements:
• Bachelor’s degree in IT (computer science, information technology or management information systems).
• Expertise in network protocols, routing, switching, network security, and telecommunications technologies.
• Must have experience as L1-L2 Technical Support before.
• Excellent communication skills (written and verbal)