Support Technician (Illovo Gledhow Mill) at Altron Bytes Systems Integration

Job Description

• We are looking for a Support Technician who will be ​responsible for a section of the production/manufacturing process. Supervises the activities of a group of subordinates. May deputise for a more senior production/shift supervisor.

Key responsibilities:

• Ensure that contracted customer Service Level Agreements are met (resolved)
• To ensure that calls logged are followed up / escalated, serviced, and resolved within the agreed SLA
• To 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
• To ensure a minimum of 98% customer satisfaction feedback rating monthly with external contracted Customers and action to position SLA and satisfaction measurement for internal support.
• Basic AD user account Administration (Account lockouts, OU Memberships)
• To Backup Engineers for customers and support staff
• To assist with Smart Hands Onsite when required
• 3G and APN configuration
• Printer support and maintenance
• Manage requests/call logged to Vendors and 3rd Parties
• To ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users.
• To ensure adherence to all Altron Bytes SI processes, policies, and procedures as per prescribed compliance
• To 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.

QUALIFICATIONS; SKILLS AND REQUIRED WORK EXPERIENCE:

• Matric; Technical Support NQF Level 4
• CompTIA A+
• CompTIA N+
• ITIL Foundation Certification
• Microsoft Azure Fundamentals – AZ900
• Microsoft Office 365 Fundamentals – MS900
• MTA: Windows Operating System Fundamentals (Windows 10)
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• 2 - 4 years of Technical Support with an emphasis in MS Operating Systems, MS Office or Office 365 and Office Applications

OTHER REQUIREMENTS

• Demonstrated skills, knowledge, and experience in EUC function.
• Strong Communication (Written and Verbal) - Clear, concise, good command and conveyance of language
• Good knowledge of MS systems and MS Applications
• Good troubleshooting and problem-solving skills
• Good Interpersonal Skills
• Computer hardware, functions, troubleshooting and resolution. (Laptops and Desktops).
• Adhere to Asset management process
• Be able to handle conflict
• Excellent prioritization skills.
• Self-Motivated and disciplined
• Ability to work independently and within teams.
• Ability to impart and share knowledge and skills.
• Ability to work in a fast-paced environment and under pressure.

BEHAVIOURAL COMPETENCIES

The incumbent is required to have demonstrated the following competencies:

• Business Acumen (Commercial mindset). Uses a methodical problem-solving approach as a foundation for effective decision making taking into account importance, urgency, risk and financial implication.
• Delivery: Translates business objectives into practical, prioritised and organised action plans; ensures plans are quickly and successfully implemented. Makes effective use of resources when executing; ensures processes are in place to achieve outcomes aligned to operational excellence standards.
• Teaming:  Communicates ideas, information and business objectives effectively and persuasively, resulting in desired actions/outcomes.  Promotes, collaboration information sharing and learning within and across team members boundaries. Focuses on ensuring stakeholder satisfaction by building mutually beneficial relationships with stakeholders. 
• Leading & Managing Change:  Generates and implements new and innovative ideas/approaches to improve business outcomes. Embraces, leads and manages change, providing guidance and support during implementation.