Job Description

Title Support Technician (Illovo Gledhow Mill)



We are looking for a Support Technician who will be xe2x80x8bresponsible for a section of the production/manufacturing process. Supervises the activities of a group of subordinates. May deputise for a more senior production/shift supervisor.

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 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.

QUALIFICATIONS; SKILLS AND REQUIRED WORK EXPERIENCE:

Matric; Technical Support NQF Level 4

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

2 - 4 years of Technical Support with an emphasis in MS Operating Systems, MS Office or Office 365 and Office Applications

OTHER REQUIREMENTS

Demonstrated skills, knowledge, and experience in EUC function.

Strong Communication (Written and Verbal) - Clear, concise, good command and conveyance of language

Good knowledge of MS systems and MS Applications

Good troubleshooting and problem-solving skills

Good Interpersonal Skills

Computer hardware, functions, troubleshooting and resolution. (Laptops and Desktops).

Adhere to Asset management process

Be able to handle conflict

Excellent prioritization skills.

Self-Motivated and disciplined

Ability to work independently and within teams.

Ability to impart and share knowledge and skills.

Ability to work in a fast-paced environment and under pressure.

BEHAVIOURAL COMPETENCIES

The incumbent is required to have demonstrated the following competencies:

Business Acumen (Commercial mindset). Uses a methodical problem-solving approach as a foundation for effective decision making taking into account importance, urgency, risk and financial implication.

Delivery: Translates business objectives into practical, prioritised and organised action plans; ensures plans are quickly and successfully implemented. Makes effective use of resources when executing; ensures processes are in place to achieve outcomes aligned to operational excellence standards.

Teaming: Communicates ideas, information and business objectives effectively and persuasively, resulting in desired actions/outcomes. Promotes, collaboration information sharing and learning within and across team members boundaries. Focuses on ensuring stakeholder satisfaction by building mutually beneficial relationships with stakeholders.

Leading & Managing Change: Generates and implements new and innovative ideas/approaches to improve business outcomes. Embraces, leads and manages change, providing guidance and support during implementation.

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

Languages English

Altron