Junior IT Technician at Bright Horse IT

Job description

MAIN JOB PURPOSE

Act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency.

Customer Relationship Management

• 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.

Internal Processes

• Be productive based on the calls allocated to them.
• Ensure that they comply with all Quality Management System (QMS) procedures provided by the Field Service Managers (FSM).
• Maintain and manage sufficient boot stock.
• Complete administration within time frames as per policies.
• Technical support, maintenance, trouble shooting on retail machines
• Action and close new calls within customer Service Level Agreements and Mean Time to Respond / Mean Time to Complete.

Human Capital

• Complete own training and development objectives as per agreed timelines in the personal development plan.
• Ensure that all policies and procedures are followed according to the company requirement.

Qualifications

Experience

• Matric or other equivalent qualification preferable
• A + and N + Qualification
• Advantage: MCSE/MCSA/MCITP

Knowledge

2 to 3 years’ experience in maintaining equipment in an IT environment

Skills

• Computer literate in relevant operating system
• Computer and Printer Support
• Microsoft Windows Support/installation
• MS Office
• Windows Networking (Minimum 2 years’ experience)
• Windows 7 and Sever 2008 Installation, Maintenance and Troubleshooting
• Skills in Printer Installation and Troubleshooting
• Office 2010 support and configuration

Attitude/ Behavior

• Communication
• Perseverance
• Attention to detail
• Dedication to Customers
• Flexibility
• Self-Development
• Integrity
• Problem Analysis
• Output orientated