Senior Support Technician at Bytes Managed Solutions

Job description

To provide IT desktop support to Bytes Managed Solutions user base and ensure customer delight while honoring SLA.

KPA

Call Update and Closure:

• Accept calls from call logging system and follow through to closure.
• Ensure that calls are checked and updated at least once a day with the latest updates until call closure

Customer Focus (internal and external):

• Fosters trust and confidence with both internal and external customers.
• Exceeds customer expectations.       
• Monitors, Quantifies and measures Satisfaction.         
• Follows Through.
• Solicits and applies feedback.
• Delighted customers

Improvement:

• Seeks and applies feedback to improve performance.
• Looks for opportunities to improve service.
• Strives to continuously build knowledge, skills and abilities.       
• Investigate and test new technologies and trends.
• Demonstrates urgency/persistence to accomplish goals.
• Streamlined troubleshooting
• Speedy resolution

Innovation:

• Develops innovative approaches & ideas to achieve goals, solves problems and improve performance.
• Receptive to new ideas, methods, technologies.
• Current / Relevant knowledge

Product Management:

• Provide leadership and guidance to the end user on new and existing products.
• Provide technical documentation, internal as well as external.
• Become a champion on all products offered by IT.

Relationship Management:

• Build technical relationship with our clients to influence and provide guidance.
• Build strong and working relationships with suppliers.
• Build internal relationships to improve perception and utilisation of resources.
• Excellent partner relationships.
• Gaining user trust and being seen as a trusted IT advisor.

Service Delivery:

• Ensure that contracted customer SLA is met - 96%.
• Calls closed within SLA

Teamwork:

• Willingness to participate in a team.
• Shares information.
• Exhibits objectivity and openness to others views.
• Puts success of team above own interest.
• Effective escalations and interaction with team members.
• Commitment to team goals through attitude, contribution and cooperation.
• Meeting team objectives
• High team morale

Technical Support:
Provide effective technical support
Ensure that technical support given resolved the problem 100% of the time.
Service Efficiency, first time fix.

Qualifications

Experience

• Matric qualification.
• A+ (preferable).
• N+ (preferable).
• MCP or equivalent.

Knowledge

• 3 Years’ minimum experience in IT.
• 3 Years’ software installation and troubleshooting.
• 3 Years’ experience in maintaining computer and printer equipment in an IT environment.
• 3 Years’ Experience in a remote support environment preferable.

Skills

• Excellent knowledge of Microsoft operating systems and productivity software.
• Excellent knowledge of computer hardware, functions, troubleshooting and resolution. (Laptops and Desktops).
• Working knowledge of basic networking concepts including but not limited to (LAN / Cabling / DNS / DHCP / Wan environments).
• 3G and APN configuration (preferable).
• Working knowledge on Printers (replacing toner and paper, network connections and accounting software (Equitrac).

Strong administration skills.

• Wireless networking.
• AD Administration (Account lockouts, OU Memberships).
• Vendor and 3rd Party management.
• Asset management.
• High level communication skills – both verbal and written.
• Strong relationship skills.
• Good command of English

Attitude/ Behaviour

• Team player, dedication and perseverance a must.
• Diligence and punctuality.
• Quick learner and self-starter.
• Informal knowledge transfer.