Job Description

Title Technical Remote Support Agent (MCG)We are looking for a Technical Remote Support Agent for our client that provides exceptional entertainment and phenomenal content from all over the world, to millions of households in sub-Saharan Africa, delivering an unparalleled viewing experience through cutting-edge technology and platforms. To provide End User Compute Support for users of Clients. Manage, maintain, and repair IT systems. To maintain the companyxe2x80x99s computer services and equipment. Build partner relationships with client. Build partner relationships and gaining user trust as a trusted IT advisor.Key responsibilities:Ensure that all contracted customer Service Level Agreements are met monthlyEnsure that calls logged to you are followed up, escalated, serviced, and resolved within the agreed SLAEnsure that calls are logged retrospectively if no call was logged for work completed. (No ticket No Ride)Ensure that calls are managed and updated with the latest updates daily until call closureEnsure a minimum of 98% customer satisfaction feedback rating monthly for all customers and remedial action taken mitigate going forward if SLA not metProvide basic Active Directory user and computer account administrationProvide remote printer supportProvide all end user support that can be attended to and resolved telephonically or remotelyEnsure continuous communication and feedback regarding escalations to user, user line management and the technical teamEnsure adherence to all Altron processes, policies, and procedures as per prescribed complianceEnsure that all the allocated and contracted development activities (Individual Development Plan) between manager and employee is successfully completed within the Altron policy and procedure frameworkEnsure adherence to Customers Corporate Governance and Risk Management Policies as per prescribed complianceRequirements for success in this role are:CompTIA A+CompTIA N+MCITP or Microsoft Office 365 FundamentalsWindows Operating System Fundamentals (Windows 10/11)3 - 5 years of Technical Support with an emphasis in MS Operating Systems, MS Office or Office 365 and Office ApplicationsEducation National Certificate Level 4 (N4) / Grade 12: Information Technology (Required)Languages English

Altron