Junior Support Technician at Altron Bytes Systems Integration

Job Purpose

• Act as a liaison, provide product/services information and resolve any emerging problems that our clients might face remotely with accuracy and efficiency.

Customer Relationship Management

• Ensure that all customer queries are addressed within the Service Level Agreement (SLA) stipulated time frame.
• First time fix rate and recall rate under the stipulated requirements.
• Maintain customer relationship.

Internal Processes

• Be productive based on the calls allocated to them.
• Ensure that they comply with all Quality Management System (QMS) procedures provided by the Field Service Managers (FSM).
• Complete administration within time frames as per policies.
• Action and close new calls within customer Service Level Agreements and Mean Time to Respond / Mean Time to Complete.
• Technical support, maintenance, trouble shooting in an end user computing environment.

Human Capital

• Ensure that all policies and procedures are followed according to the company requirement

Job Requirements:
Technical Qualifications, Skills and Experience

• A + and N or Relevant IT Qualification.
• Troubleshooting and categorising issues remotely to determine if it is software or hardware related and resolving software issues remotely.
• Strong knowledge in troubleshooting and configuring of Windows 10 operating system and office 365 applications.
• Network and Peripheral configuration.
• Strong Soft Skills (Email and Telephonic).
• Remote connection tool experience.
• Exposure to a call management system.
• Managing incidents and requests within SLA.
• Handling customer escalation and queries.
• Must have experience in a corporate environment.
• Exposure in the banking sector will be advantages

Education

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