We are intently focused on the advances in technology that will best serve the core business requirements of our clients. Our objective is to enable medium to large enterprises to offer future focused services and end-to-end technology driven solutions in Africa, and beyond.
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We are looking for Support Technician who will be responsible for key accounts regarding product/service offerings, promotion, prices, delivery. May assist regional sales managers at regional offices.
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)
To ensure that calls are checked and updated with the latest updates until call closure
To ensure a minimum of 98% customer satisfaction feedback rating on a monthly basis with
External contracted Customers and action to position SLA and satisfaction measurement for internal support
Administer User and Computer accounts, as well as Group membership in AD
Perform various tests on all hardware platforms and networks and document all operating system software
Practice Expert knowledge on Preventative Maintenance
Coordinate with Internal IT staff and customer to resolve technical issues and escalate same if required
Co-ordinate with staff to install and configure all EUC
Identify and resolve all hardware and software issues
Installing, Configuring and Updating required hardware and software
Troubleshooting and diagnosing to detect and solve technical problems
Design and perform various tests on applications according to required standards
Maintain and develop all user applications and define specifications based on client requirements
To ensure that best practices are adhered to
To ensure that Standard Operation Procedures are followed
To provide input to the Monthly Operations Report
To ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users
To Backup Engineers for customers and support staff where required
Manage requests/calls escalated to Vendors and 3rd Parties
Train employees to analyse and repair all product failures and analyse customer requirements.
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
Education
National Diploma: Information Technology, Occupational Certifcate: Information Technology (Required)
Gmail
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