IT Support Specialist - SLA-Driven Client Advisor

IT Empowered Consulting (Pty) Ltd; Cape Town; On-site; ZAR 250,000 - 420,000; Full time

Job summary

IT Empowered Consulting (Pty) Ltd in Cape Town is seeking a capable IT Systems Manager to manage, maintain and repair IT systems across client environments. You will guide Junior Technicians and build trusted IT advisor relationships with clients while ensuring SLAs are met and calls are properly logged, escalated, serviced, and resolved.

The role emphasizes maintaining accounts, performing hardware and software tests, and applying preventative maintenance.

Qualifications

• CompTIA A+ certification is required.
• CompTIA N+ certification is required.
• ITIL Foundation Certification is required.

Responsibilities

• Manage, maintain and repair IT systems.
• Maintain the company's computer services and equipment.
• Provide guidance and best practices to Junior Support Technicians.
• Build partner relationships with clients and be trusted IT Advisor.
• Ensure that contracted customer Service Level Agreements are met (resolved).
• Ensure that calls logged 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.
• Ensure that calls are checked and updated with the latest updates until call closure.
• Aim for a minimum 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 elevate same if required.
• 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.
• Ensure that best practices are adhered to.
• Ensure that Standard Operation Procedures are followed.
• Provide input to the Monthly Operations Report.
• Ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users.
• 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.
• Ensure adherence to all Company 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.

Education

CompTIA A+ certification

CompTIA N+ certification

ITIL Foundation Certification

Job description

IT Empowered Consulting (Pty) Ltd in Cape Town is seeking a capable IT Systems Manager to manage, maintain and repair IT systems across client environments. You will guide Junior Technicians and build trusted IT advisor relationships with clients while ensuring SLAs are met and calls are properly logged, escalated, serviced, and resolved.

The role emphasizes maintaining accounts, performing hardware and software tests, and applying preventative maintenance.