Job Function:

• Ensure that contracted customer Service Level Agreements are met (resolved)
• To ensure that calls logged are followed up / escalated, serviced, and resolved within the agreed SLA
• To 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
• To ensure a minimum of 98% customer satisfaction feedback rating monthly with external contracted Customers and action to position SLA and satisfaction measurement for internal support.
• Basic AD user account Administration (Account lockouts, OU Memberships)
• To Backup Engineers for customers and support staff
• To assist with Smart Hands Onsite when required
• 3G and APN configuration
• Printer support and maintenance
• Manage requests/call logged to Vendors and 3rd Parties
• To ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users
• To ensure adherence to all Altron Bytes SI processes, policies, and procedures as per prescribed compliance
• To 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

Educational Requirements:

• National Diploma in Information Technology
• CompTIA Network+-CompTIA

Experience required:

• 3+ years relevant experience

Education

• National Certificate Level 4 (N4) / Grade 12  (Required)