Technician Support - Support Technician (L1) (Polokwane) at Altron Managed Solutions

Job Description

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)