Open to opportunities

Julia Kayizzi

@juliakayizzi

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Experienced and Competent Technical Support Engineer

South Africa

Message

What I'm looking for

Flexibility, A room for growth, Diversity, and life-work balance.

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

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.