Technician: Support at Altron Bytes Systems Integration

Job Description

MAIN JOB PURPOSE 

• Technical support, maintenance, trouble shooting on Desktop equipment for a customer in the Banking industry. Act as a liaison, provide support services and resolve any emerging problems that our clients might face with accuracy and efficiency. Candidate will be based onsite at the client.

KEY RESPONSIBILITIES 

• 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.
• Be productive based on the calls allocated to them.
• Ensure that they comply with all Quality Management System (QMS) procedures provided by the Team Leaders.
• 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, troubleshooting
• Ensure that all policies and procedures are followed according to the company requirement.

Qualifications; Skills & Experience Required: 

• Must have a Matric or other equivalent qualification (NQF 4)
• A + and N + Qualification
• Strong Soft Skills
• Must have a valid driver's licence and own reliable car
• Must have experience in a corporate environment (preferably banking)
• + 2 years’ experience in maintaining desktop equipment in an IT environment
• Computer literate in relevant operating system
• Fault-finding techniques
• MS Office

Education

• National Certificate Level 4 (N4) / Grade 12: Grade 12 (Required), National Diploma: Information Technology