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Nigel Muzika

@nigelmuzika

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IT Support Specialist II delivering reliable second-tier support, ITIL incident management, and efficient user service.

South Africa

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What I'm looking for

I want a support role where I own complex troubleshooting end-to-end, apply ITIL incident processes, and continuously improve service using better ticketing and user training—while growing toward network-focused and cybersecurity-aware support.

I’m an ambitious, detail-oriented IT Support Specialist II with hands-on experience in IT sales, technical support, and network management. I focus on IT administration, troubleshooting, system maintenance, and customer service, bringing a strong information-management foundation to every ticket.

In my current second-tier role, I handle more complex technical issues that require deeper expertise, and I implement solutions that improve user experience. Previously at Trust Academy, I delivered technical support to 500+ users, onboarded new users with deployment-ready hardware, and kept accurate documentation in the ITSM tool while proactively managing customer infrastructure against SLAs.

I also strengthen my impact through structured process improvement—working with ITIL-style incident categorization, logging, and escalation, and diagnosing network outages affecting multiple client tickets. Beyond support, I’ve contributed to service delivery by installing POS systems for multiple companies, implementing a ticketing system that improved response times by 30%, and creating user training to help teams get the most from the tools.

Experience

Work history, roles, and key accomplishments

Current

IT Support Specialist

Current

Mukeni Tech Services

Jan 2026 - Present (4 months)

Serves as a second-tier IT support specialist, troubleshooting and resolving complex technical issues to improve user experience. Implements solutions that enhance reliability and day-to-day operations.

Troubleshooting IT Administration Customer Service Network Management

IT Support Specialist II

Trust Academy

Jun 2023 - Dec 2025 (2 years 6 months)

Provided technical support to 500+ users through hardware and software troubleshooting to improve operational efficiency. Managed customer infrastructure and maintained accurate issue documentation in an ITSM tool while adhering to SLAs.

IT Support Technical Troubleshooting ITSM SLA Management Windows Support Customer Support User Onboarding

IT Support Intern

Trust Academy

Jun 2023 - Dec 2023 (6 months)

Supported desktop PCs, laptops, and printers with timely resolution of technical issues. Assisted the team in improving service delivery processes and created training materials for users.

Desktop Support Printer Troubleshooting Process Improvement User Training Customer Support Hardware Setup Documentation

IT Sales Technician

Jay Electronix

Oct 2022 - Dec 2023 (1 year 2 months)

Provided technical assistance for IT products to maintain strong customer satisfaction through clear communication and problem resolution. Supported software installations and troubleshooting and offered technical support for electronic devices, including POS systems.

Technical Sales Support Installer Support Troubleshooting POS Support Hardware Support Customer Service Communication

Datacom Service Desk Simulation

Datacom

Jul 2025 - Present (10 months)

Built incident management skills in an IT support simulation focused on managed services operations. Applied ITIL principles to categorize, log, and escalate incidents while diagnosing network outages and communicating with affected users.

Incident Management Ticket Logging Escalations Network Troubleshooting Managed Services Support