Tier 2 - Tier 3 Technical Support Engineer

Tier 2 - Tier 3 Technical Support Engineer

Location: Johannesburg
Model: Remote

The Technical Support Shift Supervisor will be responsible for supervising a team of Technical Support Consultants in day-to-day tasks related to resolving IT issues, ensuring customer satisfaction, and meeting service level agreements. The Technical Support Shift Supervisor will also be responsible for escalating complex issues to Level 3 or Senior support teams, maintaining accurate records of incidents and service requests, and identifying areas for continuous improvement.

Requirements:

• The IT Services Consultant must have at least 3-5+ years' experience in the IT & Networking environment and must have formal IT qualifications, ideally Microsoft role-based certifications.
• A candidate with both the attitude and aptitude to succeed in Server/Network Support, Cloud technologies, Projects, and Client services consulting will fill this position. The candidate must have a love for all things IT, have strong problem-solving skills, and display an eagerness to learn and grow within the Netsurit team.
• The successful candidate should have a minimum of 1-year onsite experience, based at a client.

Duties and Responsibilities:

• The IT Services Consultant will be responsible for high-end, proactive as well as reactive Technical Support for Netsurit client portfolio, including but not limited to:
• Design and implement projects as per client requirements and project scope.
• Infrastructure security analysis and reporting.
• Client documentation and policy design.
• Incident management, Problem management, Resolving Service Requests, and applying Change Management where necessary.
• Good general understanding of the ITIL Framework and ITSM Systems.
• Excellent knowledge of Microsoft technologies including but not limited to Office 365, Microsoft 365, Azure, Hyper-V / VMWare.
• Must have a good knowledge of TCP/IP Networking protocols, VLANs, installing and configuring firewalls, managed switches, and routers.
• Must have a good understanding of network security, malware/ransomware prevention.
• Assist/mentor junior consultants and host technical workshops for the team.

Qualifications:

• Supervisory Skills, Analytical Skills, and Communication Skills.
• Technical Support and Customer Service experience.
• Experience in leading a team of Technical Support Analysts.
• Ability to prioritize issues based on severity and impact on business operations.
• Excellent written and verbal communication skills in English.
• Bachelor's degree in Computer Science, Information Technology, or related field (advantageous).
• Experience in ITIL framework or other service management frameworks is a plus.
• Work experience in a help desk, service desk, or technical support environment.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting