Backend SLA Technician at Advius

Overview of the Role

• The Backend SLA Technician is responsible for executing and maintaining Tier 1 customer Key Performance Indicators (KPIs), with a strong emphasis on data analysis and processing.
• The role ensures that customer reporting, IoT device performance, and service level commitments are delivered accurately and on time, minimising disruption to broader operations.

Key Responsibilities

• Generate, audit, and approve Tier 1 customer reports, ensuring timely submission
• Maintain Tier 1 IoT devices in full working condition, resolving issues on the same day where possible
• Monitor and maintain KPIs, ensuring all deviations are resolved within 48 hours
• Respond to customer communications within defined SLA timeframes (as per SOP)
• Manage customer engagement around production timelines, reporting cycles, surveys, and reconciliations
• Provide oversight and support to onsite technicians regarding IoT-related matters
• Coordinate with technicians on scale calibration adjustments across all Tier 1 sites
• Oversee the refurbishment and resolution of all IoT-related issues
• Execute general work instructions within the Digital Business Unit as required

Requirements
Minimum Requirements

• Grade 12 (Matric)
• NQF Level 5 qualification
• Minimum 3 years’ experience in a related field or NQF Level 6 in Statistics
• Strong willingness to learn and develop technical skills
• Exposure to programming concepts or scripting languages
• Strong analytical and problem-solving ability
• High attention to detail with a structured working approach
• Positive attitude with a curiosity for data and analytics

Ideal Candidate Profile

• Strong capability in data analytics, particularly trend analysis
• Highly detail-oriented with a methodical and structured approach to recurring tasks
• Self-sufficient and able to manage workload independently
• Comfortable working under pressure to meet tight reporting deadlines and SLA requirements
• Clear and professional communicator, able to engage effectively with both customers and onsite technicians