Support Technician

IT Empowered Consulting (Pty) Ltd; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading IT service provider is seeking an IT Support Technician to manage and repair IT systems, ensuring top-tier customer service and adherence to Service Level Agreements. Ideal candidates will hold CompTIA A+, N+, and ITIL Foundation certifications, and have a passion for technology and customer satisfaction. This role emphasizes preventative maintenance and communication with clients.

Responsibilities

• Manage, maintain, and repair IT systems.
• Provide guidance and best practices to Junior Support Technicians.
• Ensure contracted customer Service Level Agreements are met.
• Install, configure, and update required hardware and software.

Skills

Troubleshooting

Customer Service

Technical Communication

Preventative Maintenance

Education

CompTIA A+ certification

CompTIA N+ certification

ITIL Foundation Certification

Job description

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 client 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 (No ticket No Ride)
• Ensure that calls are checked and updated with the latest updates until call closure
• 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 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.

Requirements

• CompTIA A+ certification
• CompTIA N+ certification
• ITIL Foundation Certification