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Support Technician
Support TechnicianIT Empowered Consulting (Pty) Ltd • Cape Town, South Africa
Support Technician

Support Technician

IT Empowered Consulting (Pty) Ltd • Cape Town, South Africa
5 days ago
Job description
  • Manage, maintain and repair IT systems
  • Maintain the company's computer services and equipment
  • Provide guidance and best practices to Junior Support Technicians
  • Build partner relationships with client and be trusted IT Advisor
  • Ensure that contracted customer Service Level Agreements are met (resolved)
  • Ensure that calls logged are followed up / escalated, serviced, and resolved within the agreed SLA
  • 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
  • Ensure a minimum of 98% customer satisfaction feedback rating on a monthly basis with external contracted Customers and action to position SLA and satisfaction measurement for internal support
  • Administer User and Computer accounts, as well as Group membership in AD
  • Perform various tests on all hardware platforms and networks and document all operating system software
  • Practice Expert knowledge on Preventative Maintenance
  • Coordinate with Internal IT staff and customer to resolve technical issues and escalate same if required
  • Identify and resolve all hardware and software issues
  • Installing, Configuring and Updating required hardware and software
  • Troubleshooting and diagnosing to detect and solve technical problems
  • Design and perform various tests on applications according to required standards
  • Maintain and develop all user applications and define specifications based on client requirements
  • Ensure that best practices are adhered to
  • Ensure that Standard Operation Procedures are followed
  • Provide input to the Monthly Operations Report
  • Ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users
  • Backup Engineers for customers and support staff where required
  • Manage requests / calls escalated to Vendors and 3rd Parties
  • Train employees to analyse and repair all product failures and analyse customer requirements.
  • Ensure adherence to all Company processes, policies, and procedures as per prescribed compliance
  • 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.
  • Requirements for success in this role are :

    • CompTIA A+ certification
    • CompTIA N+ certification
    • ITIL Foundation Certification
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    Technician • Cape Town, South Africa

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