Job Description

Title Desktop Support Engineer L2 (MCG)We are looking for Support Technician to provide End User Computer Support for users of Clients. Manage, maintain, and repair IT systems. To maintain the companys computer services and equipment. Build partner relationships with client. Build partner relationships and gaining user trust as a trusted IT advisor.Key Performance Area

• Ensure that contracted customer Service Level Agreements are met (resolved)
• To ensure that calls logged are followed up / escalated, serviced, and resolved within the agreed SLA
• To ensure that calls are logged retrospectively if no call was logged for work completed. (No ticket No Ride)
• Ensure that calls are checked and updated with the latest updates until call closure
• To ensure a minimum of 98% customer satisfaction feedback rating monthly with external contracted Customers and action to position SLA and satisfaction measurement for internal support.
• Basic AD user and computer account Administration (Account lockouts, OU Memberships)
• To Backup Engineers for customers and support staff
• To assist with Smart Hands Onsite when required
• 3G and APN configuration
• Printer support and maintenance
• Manage requests/call logged to Vendors and 3rd Parties
• To ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users.
• To ensure adherence to all Altron Bytes SI processes, policies, and procedures as per prescribed compliance
• To ensure that all the allocated and contracted development activities (Individual Development Plan) between manager and employee is successfully completed within the Altron policy and procedure framework.

CORE RESPONSIBILITIES:Governance and Risk Management

• To ensure adherence to Customers Corporate Governance and Risk Management Policies as per prescribed compliance
• Adhere to all Health and Safety Compliances

External Parties and Relationship Management

• Third Party Management.

COMMUNICATIONS & WORKING RELATIONSHIPS:Internal:

• Team Members
• Service Desk
• Peers within the Group
• Operations Manager

Reasons for Interaction:

• Collaboration and learning
• Allocation of Calls
• Collaboration on lessons learned
• Provide input and feedback

External:

• Clients
• Third Party Service Providers

Reasons for Interaction:

• Assist with incident, request, and Project
• Work with Service Providers to provide resolution to End User

QUALIFICATIONS, EXPERIENCE, & SKILLS:Educational Qualifications:

• Matric; Technical Support NQF Level 4

Professional Qualifications

• CompTIA A+
• CompTIA N+
• ITIL Foundation Certification
• Microsoft Azure Fundamentals - AZ900
• Microsoft Office 365 Fundamentals - MS900
• MTA: Windows Operating System Fundamentals (Windows 10)
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Apple Certification

Years of Experience

• 2 - 4 years of Technical Support with an emphasis in MS Operating Systems, MS Office or Office 365 and Office Applications

Other requirements

• Demonstrated skills, knowledge, and experience in EUC function.
• Strong Communication (Written and Verbal) - Clear, concise, good command and conveyance of language
• Good knowledge of MS systems and MS Applications
• Good troubleshooting and problem-solving skills
• Good Interpersonal Skills
• Computer hardware, functions, troubleshooting and resolution. (Laptops and Desktops).
• Adhere to Asset management process
• Be able to handle conflict
• Excellent prioritization skills.
• Self-Motivated and disciplined
• Ability to work independently and within teams.
• Ability to impart and share knowledge and skills.
• Ability to work in a fast-paced environment and under pressure.

Behavioral CompetenciesThe incumbent is required to have demonstrated the following competencies:

• Business Acumen (Commercial mindset). Uses a methodical problem-solving approach as a foundation for effective decision making taking into account importance, urgency, risk and financial implication.
• Delivery: Translates business objectives into practical, prioritized and organized action plans; ensures plans are quickly and successfully implemented. Makes effective use of resources when executing; ensures processes are in place to achieve outcomes aligned to operational excellence standards.
• Teaming: Communicates ideas, information and business objectives effectively and persuasively, resulting in desired actions/outcomes. Promotes, collaboration information sharing and learning within and across team members boundaries. Focuses on ensuring stakeholder satisfaction by building mutually beneficial relationships with stakeholders.
• Leading & Managing Change: Generates and implements new and innovative ideas/approaches to improve business outcomes. Embraces, leads and manages change, providing guidance and support during implementation.

Education National Certificate Level 4 (N4) / Grade 12 (Required)Languages English

Altron