Support Technician

IT Empowerment Consulting; Wes-Kaap; On-site; ZAR 180,000 - 300,000; Full time

Job summary

IT Empowerment Consulting seeks an IT Support Technician to maintain and repair IT systems, manage user accounts in Active Directory, and uphold client SLAs. You will guide Junior Technicians and build trusted advisor relationships with customers, ensuring issues are logged, escalated, and resolved efficiently.

The role requires CompTIA A+/N+ and ITIL certifications, strong troubleshooting skills, and a focus on delivering high customer satisfaction.

Qualifications

• CompTIA A+ certified 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 to Junior Support Technicians.
• Build partner relationships with clients and be a trusted IT Advisor.
• Ensure SLAs are met and calls are resolved.
• Log and follow up on calls, escalate when needed.
• Maintain updates to calls until closure.
• Aim for 98% monthly customer satisfaction with external customers.
• Administer User and Computer accounts in Active Directory.
• Perform hardware and software tests and document OS software.
• Coordinate with internal staff and customers to resolve issues.
• Identify and resolve hardware and software issues.
• Install, configure and update hardware and software.
• Troubleshoot and diagnose technical problems.
• Design and run tests on applications per standards.
• Maintain and develop user applications per client requirements.
• Follow Standard Operating Procedures and company processes.
• Contribute to monthly Operations Report and escalate for client management.
• Provide input for escalation and feedback to the technical team.
• Train employees to analyze and repair product failures.

Skills

IT Support

Troubleshooting

Customer Service

Education

CompTIA A+ certification

CompTIA N+ certification

ITIL Foundation Certification

Tools

Active Directory

Job description

• 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 for success in this role are:

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