Junior Support Technician - Altron Campus Woodmead Block C at Altron Bytes Systems Integration

Job Purpose

Act as a liaison, provide product/services information and resolve any emerging problems that our clients might face remotely 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 Agreements and Mean Time to Respond / Mean Time to Complete.
•  Technical support, maintenance, trouble shooting in an end user computing environment.

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.
•  Strong knowledge in troubleshooting and configuring of Windows 10 operating system and office 365 applications.
•  Network and Peripheral configuration.
•  Strong Soft Skills (Email and Telephonic).
•  Remote connection tool experience.
•  Exposure to a call management system.
•  Managing incidents and requests within SLA.
•  Handling customer escalation and queries.
•  Must have experience in a corporate environment.
•  Exposure in the banking sector will be advantages

Education

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