Job Description

Title Technician: Support L1We are looking for Support Technician to provide End User Compute 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 AreaEnsure that contracted customer Service Level Agreements are met (resolved)To ensure that calls logged are followed up / escalated, serviced, and resolved within the agreed SLATo 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 closureTo 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 staffTo assist with Smart Hands Onsite when required3G and APN configurationPrinter support and maintenanceManage requests/call logged to Vendors and 3rd PartiesTo 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 complianceTo 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 ManagementTo ensure adherence to Customers Corporate Governance and Risk Management Policies as per prescribed complianceAdhere to all Health and Safety Compliances External Parties and Relationship ManagementThird Party Management.COMMUNICATIONS & WORKING RELATIONSHIPS:Internal:Team MembersService DeskPeers within the GroupOperations ManagerReasons for Interaction:Collaboration and learningAllocation of CallsCollaboration on lessons learnedProvide input and feedbackExternal:ClientsThird Party Service ProvidersReasons for Interaction:Assist with incident, request, and ProjectWork with Service Providers to provide resolution to End UserQUALIFICATIONS, EXPERIENCE, & SKILLS:Educational Qualifications:Matric; Technical Support NQF Level 4Professional QualificationsCompTIA A+CompTIA N+ITIL Foundation CertificationMicrosoft Azure Fundamentals - AZ900Microsoft Office 365 Fundamentals - MS900MTA: Windows Operating System Fundamentals (Windows 10)Microsoft 365 Certified: Modern Desktop Administrator AssociateYears of Experience2 - 4 years of Technical Support with an emphasis in MS Operating Systems, MS Office or Office 365 and Office ApplicationsOther requirementsDemonstrated skills, knowledge, and experience in EUC function.Strong Communication (Written and Verbal) - Clear, concise, good command and conveyance of languageGood knowledge of MS systems and MS ApplicationsGood troubleshooting and problem-solving skillsGood Interpersonal SkillsComputer hardware, functions, troubleshooting and resolution. (Laptops and Desktops).Adhere to Asset management processBe able to handle conflictExcellent prioritisation skills.Self-Motivated and disciplinedAbility 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.Behavioural 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, prioritised and organised 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