- Our client is looking for a Level Two Technical Support Specialist who will play a crucial role in providing advanced technical assistance and support to customers and internal teams. This position involves in-depth technical knowledge excellent problem-solving skills and outstanding customer service. The Level Two Technical Support Specialist works closely with Level One Support as well as other departments to resolve complex technical issues efficiently.
Responsibilities
- Deployment and Management of Virtual Machines (VMs)
- Execute the deployment and ongoing management of virtual machines to meet organizational requirements.
- Ensure the optimal performance and security of virtualized environments.
Support for Microsoft Azure and AWS (Levels 1 and 2)
- Provide assistance and expertise in navigating and troubleshooting issues related to Microsoft Azure and AWS platforms.
- Collaborate with Level One support to ensure seamless customer experiences.
Configuration and Management of Virtual Networks, Subnets, and VPN Connections in Azure
- Configure and manage virtual networks, subnets, and VPN connections in Microsoft Azure.
- Optimize network configurations for performance and security.
Azure Storage Solutions
- Implement and manage Azure storage solutions, ensuring data integrity and accessibility.
- Troubleshoot storage-related issues effectively.
Server Management and Maintenance
- Perform server management tasks, including patching, system updates, and optimization for enhanced performance.
- Proactively address potential system issues to prevent disruptions.
Advanced Technical Support
- Provide expert technical assistance for escalated issues from Level One support.
- Investigate and resolve complex hardware and software issues, including networking problems and system errors.
Remote Assistance and Troubleshooting
- Utilize remote assistance tools to guide customers through troubleshooting steps or resolve issues directly.
- Offer support to clients via phone and online tools, using remote control software as needed.
Desktop, Network, and Server Troubleshooting:
- Diagnose and troubleshoot issues related to desktops, networks, and servers.
- Develop and implement effective solutions to address technical challenges promptly.
Service Delivery Management
- Effectively manage service delivery in adherence to client Service Level Agreements (SLAs).
- Communicate proactively with clients to ensure expectations are met or exceeded.
Qualification & Experience
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
- 2 years of proven experience in a technical support role, with a focus on Level Two support.
- Certifications in relevant technologies (e.g., Microsoft Azure, AWS) are a plus.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work collaboratively in a team and independently when required.
Qualified candidates are advised to share updated CVs to operations@reedsafricaconsult.com by 8th December 2023 indicating as the subject of the email
Deadline 2023-12-08
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