Job Description

Title Desktop Support Engineer - Cape Town (MCG)



We are looking for provide End User Compute Support for users of our client, that provides exceptional entertainment and phenomenal content from all over the world, to millions of households in sub-Saharan Africa, delivering an unparalleled viewing experience through cutting-edge technology and platforms Manage, maintain, and repair IT systems. To maintain the companyxe2x80x99s computer services and equipment. To provide guidance and best practices to Junior Support Technicians. Build partner relationships with client. Be a trusted IT Advisor.

Key responsibilities:

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 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

Co-ordinate with staff to install and configure all EUC

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

To ensure that best practices are adhered to

To ensure that Standard Operation Procedures are followed

To provide input to the Monthly Operations Report

To ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users

To 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

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

Ensure adherence to Customers Corporate Governance and Risk Management Policies as per prescribed compliance

The following certifications and experience is required:

CompTIA A+

CompTIA N+

ITIL Foundation Certification

Microsoft Azure Fundamentals xe2x80x93 AZ900

Microsoft Office 365 Fundamentals xe2x80x93 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 xe2x80x93 5 years of Technical Support with an emphasis in MS Operating Systems, MS Office or Office 365 and Office Applications.

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

Languages English

Altron