Provide End User Computer Support:

Manage, maintain and repair IT systems
Maintain the companys 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 escalate 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 Altron Bytes SI 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
Microsoft Azure Fundamentals AZ900
Microsoft Office 365 Fundamentals MS900
MTA: Windows Operating System Fundamentals (Windows 10)
Microsoft 365 Certified: Modern Desktop Administrator Associate
Apple Mac Apple Certified Support Professional (optional based on customer requirements)
3 5 years of Technical Support with an emphasis in MS Operating Systems, MS Office or Office 365 and Office Applications

IT Empowered Consulting (Pty) Ltd

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