The Senior Technical Consultant plays a pivotal role in delivering advanced technical expertise and strategic guidance to clients. Leveraging deep industry experience and technical knowledge, this role involves understanding client environments and translating their needs into effective scalable solutions. The consultant is responsible for diagnosing and resolving complex incidents while proactively identifying opportunities for infrastructure optimisation and improvement.
Key Responsibilities
* Provide expert technical support and guidance to users and stakeholders, resolving complex issues across hardware software network and multi-platform environments.
* Engage in project and consultative based activities.
* Act as a senior escalation point for high-impact or priority incidents, assessing severity coordinating with internal teams or external vendors, and driving effective resolution.
* Mentor and support junior engineers, offering technical direction and aligning their efforts with best practices and service delivery goals. Provide constructive feedback to leadership on skills gaps and development opportunities within the team.
* Promote and maintain a documentation-first culture by creating reviewing and improving technical documentation to ensure consistent knowledge sharing and enhance service quality.
* Accurately record support activities and time in relevant systems to support client reporting resource planning, and profitability tracking.
* Identify and lead opportunities for continuous improvement across support processes, collaborating with stakeholders to streamline automate or optimize service delivery.
* Build strong relationships with vendors and third-party providers to manage escalations and resolve infrastructure or application issues outside internal control.
* Stay current with emerging technologies and industry trends to continuously develop technical expertise and contribute to innovation in IT support.