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Julia Kayizzi
@juliakayizzi
Experienced and Competent Technical Support Engineer
South AfricaWhat I'm looking for
I am an experienced and competent Technical Support Engineer with over 3 years in IT. I am adept at handling complex technical issues at a Tier 2 level, ensuring a 99% issue resolution rate without Tier 3 escalations. Throughout my career, I have built enduring relationships with vendors and consistently provided personalized care to resolve customer issues.
In my previous role as an IT Technical Support Engineer L2/Tier 2 at Rhiza Babuyile, I successfully coordinated with Level 1 support to manage escalated calls and resolved complex technical issues. I also escalated critical support tickets to Level 3 after exhaustive troubleshooting. One of my key achievements was achieving over 99% issue resolution without Tier 3 escalations. Additionally, as a Technical Support Representative at the same company, I provided accurate diagnosis, troubleshooting, and resolution of customer issues. I also developed tech materials, conducted workshops, and escalated unresolved issues following standard procedures.
Experience
Work history, roles, and key accomplishments
IT Support Engineer
Rhiza Babuyile
Jan 2020 - Oct 2023 (3 years 9 months)
As a Technical Support Engineer, my role was more specialized, requiring a deeper technical understanding of the product and the ability to handle complex issues. My goal was to deliver exceptional customer experiences by providing expert-level support and maintaining a proactive approach to prevent future problems.
WordPressWordPress PluginNetwork HardwareDesktop SupportIT SupportMicrosoft IntuneMicrosoft Endpoint ManagerMcAfee Endpoint ProtectionTicketing SystemsTicketing SoftwareSupport Ticketing SystemsHelp Desk Ticketing SystemsAsset ManagementHardware And Software Asset ManagementMicrosoft AzureSystem TroubleshootingTechnical TroubleshootingCommunication SkillsCustomer ServiceJiraCustomer SupportCRMRemote TeamMicrosoft Office 365Active DirectoryOperating System
Education
Degrees, certifications, and relevant coursework
Julia hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
South AfricaAuthorized to work in
Salary expectations
4k-6k USD
Social media
Job categories
Skills
Technical TroubleshootingTechnical SupportNetwork AdministrationOperating SystemCommunications TechnologySupport Ticketing SystemsMicrosoft AzureWordPressMicrosoft IntuneSkilled ListenerWritten CommunicationTime ManagementLearning New TechnologiesAttention To DetailProduct KnowledgeJuliaWindowsWordPress PluginNetwork HardwareDesktop SupportIT SupportMicrosoft Endpoint ManagerMcAfee Endpoint ProtectionTicketing SystemsTicketing SoftwareHelp Desk Ticketing SystemsAsset ManagementHardware And Software Asset ManagementSystem TroubleshootingCommunication SkillsCustomer ServiceJiraCustomer SupportCRMRemote TeamMicrosoft Office 365Active Directory
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