Service Desk Remote Support Agent

Altron; eMalahleni; Hybrid; ZAR 210,000 - 320,000; Full time

Benefits offered by this job

Hybrid work

Job summary

Altron is seeking a Service Desk Remote Support Agent in Witbank, Mpumalanga. The role focuses on End User Compute support, AD administration, and remote printer support for clients across sub-Saharan Africa. You will manage SLA-driven tickets, escalate where needed, and maintain high customer satisfaction while following Altron policies.

The position is permanent, hybrid, and requires 3–5 years of technical support experience with MS OS and Office 365.

Qualifications

• CompTIA A+ and CompTIA N+ certifications are required.
• Microsoft Office 365 Fundamentals or MCITP knowledge is required.
• Strong Windows 10/11 operating system fundamentals.
• 3–5 years of technical support experience with MS OS, MS Office or Office 365.

Responsibilities

• Meet monthly contracted SLA targets and ensure calls are logged, escalated, serviced, and resolved within SLA.
• Log calls retrospectively when no ticket was created, and ensure updates are posted daily until closure.
• Maintain a minimum 98% customer satisfaction rating monthly and take remedial action if SLA is not met.
• Provide basic Active Directory user and computer account administration and remote printer support.
• Deliver end-user compute support remotely or telephonically and keep users informed during escalations.
• Adhere to Altron processes, policies, and compliance requirements.

Education

CompTIA A+

CompTIA N+

MCITP or Office 365 Fundamentals

Windows OS Fundamentals (Windows 10/11)

3–5 years Technical Support

Job description

By submitting your CV on this Career Portal, you acknowledge that your personal information will be processed in accordance with the Protection of Personal Information Act (POPI Act).

We will use your information to: Match your qualifications with suitable job opportunities, Contact you regarding potential employment, and Manage your application in our system.

Your personal information will be kept confidential and protected with appropriate security measures.

You have the right to access your information, request corrections, and object to its use. Should you wish to withdraw your application, you may do so on the Application screen.

If you have any questions about our POPI policy, please contact us via our details on the Altron Website.

Position Description: Service Desk Remote Support Agent

Position Number: 3806

Reference Number: 2025531

Business Unit: Altron Digital Business
Location: Witbank, Mpumalanga
Appointment Type: Permanent
We are looking for a Technical Remote Support Agent for our client that provides exceptional entertainment and phenomenal content from all over the world, to millions of households in sub-Saharan Africa, delivering an unparalleled viewing experience through cutting-edge technology and platforms. To provide End User Compute Support for users of Clients. Manage, maintain, and repair IT systems. To maintain the company’s computer services and equipment. Build partner relationships with client. Build partner relationships and gaining user trust as a trusted IT advisor. The Required Tasks and Candidate Requirements are including, but not limited to

Required Tasks:

• Ensure that all contracted customer Service Level Agreements are met monthly
• Ensure that calls logged to you 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. (No ticket No Ride)
• Ensure that calls are managed and updated with the latest updates daily until call closure
• Ensure a minimum of 98% customer satisfaction feedback rating monthly for all customers and remedial action taken mitigate going forward if SLA not met
• Provide basic Active Directory user and computer account administration
• Provide remote printer support
• Provide all end user support that can be attended to and resolved telephonically or remotely
• Ensure continuous communication and feedback regarding escalations to user, user line management and the technical team
• Ensure adherence to all Altron processes, policies, and procedures as per prescribed compliance
• Ensure that all the allo

Requirements:

• CompTIA A+
• CompTIA N+
• MCITP or Microsoft Office 365 Fundamentals
• Windows Operating System Fundamentals (Windows 10/11)
• 3 - 5 years of Technical Support with an emphasis in MS Operating Systems, MS Office or Office 365 and Office Applications

General Comment/s: Hybrid