Service Desk Remote Support Agent

Altron; Gauteng; Hybrid; ZAR 180,000 - 240,000; Full time

Job summary

Altron is seeking a Service Desk Remote Support Agent in Gauteng for permanent employment. The role focuses on end-user compute support, AD administration basics, and remote printer help, delivering reliable IT services to clients in sub-Saharan Africa.

You will manage calls, meet SLAs, and maintain high customer satisfaction through clear communication and efficient issue resolution, with hybrid work arrangements and emphasis on professionalism and service quality.

Qualifications

• 3–5 years of technical support experience focused on MS OS, MS Office, or Office 365.
• Certifications: MCITP / O365 Fundamentals, CompTIA A+ / N+.
• Experience with Windows 10/11.
• Basic Active Directory and remote printer support skills.
• Ability to meet SLA and maintain 98% customer satisfaction.

Responsibilities

• Meet monthly SLA targets for contracted customers.
• Log, escalate, and resolve calls within SLA.
• Update calls daily until closure and ensure retroactive logging if needed.
• Maintain 98% customer satisfaction and take remedial actions when SLA not met.
• Provide basic Active Directory user and computer administration.
• Provide remote printer support.
• Deliver end-user support telephonically or remotely.
• Communicate escalations to user, management, and the technical team.
• Adhere to Altron processes, policies, and procedures.

Skills

Technical support

Active Directory

Remote support

Education

MCITP or Microsoft Office 365 Fundamentals

Windows Operating System Fundamentals (Windows 10/11)

CompTIA A+

CompTIA N+

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: 3820

Reference Number: 2027141

Introduction

Business Unit: Altron Digital Business
Location: Gauteng
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

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 Comments

Hybrid