Reeds Africa consult (RAC) offers a broad scale of Human resource services designed to provide professional supports for the growing needs of today’s corporate organizations. Our services includes the entire employee life cycle in an organization from the point of recruitment, training and development, policy development, compliance audits, provision of HR tools to achieve overall business success from the HR perspective. Reeds Africa consult (RAC) consultants have a combined experience of over 18 years and are very well capable of achieving sustainable, productive performance growth with full compliance as your HR partner of choice.

Summary

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.