4X Support Technicians at Altron Bytes Systems Integration

Job Description

• Act as a liaison, provide product/services information and resolve any emerging problems that our clients might face remotely or onsite with accuracy and efficiency.
• Customer Relationship Management
• Ensure that all customer queries are addressed within the Service Level
• Agreement (SLA) stipulated time frame.
• First time fix rate and recall rate under the stipulated requirements.
• Maintain customer relationship.

Internal Processes

• Be productive based on the calls allocated to them.
• Ensure that they comply with all Quality Management System (QMS)
• procedures provided by the Field Service Managers (FSM).
• Complete administration within time frames as per policies.
• Action and close new calls within customer Service Level
• and Mean Time to Respond / Mean Time to Complete.
• Technical support, Hardware maintenance, trouble shooting in an end-user computing environment as well as Remote Event Support on Client Specified Platforms. 

Human Capital

• Ensure that all policies and procedures are followed according to the company requirement

Job Requirements: Technical Qualifications, Skills and Experience

• A + and N or Relevant IT Qualification.
• Troubleshooting and categorising issues remotely to determine if it is software or hardware related and resolving software issues remotely where possible.
• Strong knowledge in troubleshooting and configuring of Windows 10 and Microsoft Office products

Education

• National Certificate Level 4 (N4) / Grade 12: Grade 12 (Required)