Support Technician

IT Empowerment Group; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A technology services firm in Cape Town is seeking a Support Technician to provide comprehensive hardware and software support. The ideal candidate must possess valid CompTIA A+ and N+ certifications, along with ITIL Foundation Certification. Responsibilities include managing IT systems, training junior technicians, ensuring customer satisfaction, and adhering to company policies. This role is perfect for individuals who excel in technical problem-solving and customer service, and it offers a dynamic work environment where communication and collaboration are key.

Qualifications

• Must have valid CompTIA A+ & N+.
• Expert knowledge on Preventative Maintenance.
• Ability to analyze and repair product failures.

Responsibilities

• Manage, maintain and repair IT systems.
• Provide guidance to Junior Support Technicians.
• Ensure 98% customer satisfaction feedback rating.
• Identify and resolve hardware and software issues.
• Train employees to analyze and repair failures.

Skills

Windows

MS 365

COMPTIA

Education

CompTIA A+ certification

CompTIA N+ certification

ITIL Foundation Certification

Job description

We are looking for a Support Technician to provide Hardware and Software Support to our Client. MUST have valid CompTIA A+ & N+.

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 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 For Success In This Role Are

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

Desired Skills

• Windows
• MS 365
• COMPTIA