Technical Remote Support Agent at Altron Managed Solutions

Job Description

We are looking for Helpdesk Technician for our client that provides exceptional entertainment and phenomenal content from all over the world, to millions of households in sub-Saharan Africa, delivering an unparalleled viewing experience through cutting-edge technology and platforms. To provide End User Compute Support for users of Clients. Manage, maintain, and repair IT systems. To maintain the company’s computer services and equipment. Build partner relationships with client. Build partner relationships and gaining user trust as a trusted IT advisor.

Key responsibilities:

• Ensure that all contracted customer Service Level Agreements are met monthly
• Ensure that calls logged to you are followed up, escalated, serviced, and resolved within the agreed SLA
• Ensure that calls are logged retrospectively if no call was logged for work completed. (No ticket No Ride)
• Ensure that calls are managed and updated with the latest updates daily until call closure
• Ensure a minimum of 98% customer satisfaction feedback rating monthly for all customers and remedial action taken mitigate going forward if SLA not met
• Provide basic Active Directory user and computer account administration
• Provide remote printer support
• Provide all end user support that can be attended to and resolved telephonically or remotely
• Ensure continuous communication and feedback regarding escalations to user, user line management and the technical team
• Ensure adherence to all Altron processes, policies, and procedures as per prescribed compliance
• 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
• Ensure adherence to Customers Corporate Governance and Risk Management Policies as per prescribed compliance

Requirements for success in this role are:

• CompTIA A+
• CompTIA N+
• ITIL Foundation Certification
• Microsoft Azure Fundamentals
• Microsoft Office 365 Fundamentals
• Windows Operating System Fundamentals (Windows 10/11)
• 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

Education

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