Introduction:
Business Unit: Altron Digital Business
Location: Gauteng, Woodmead
Appointment Type: Permanent
We are looking for a Technical Remote Support Agent for 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. To provide End User Compute Support for users of Clients. Manage, maintain, and repair IT systems. To maintain the company’s computer services and equipment. Build partner relationships with client. Build partner relationships and gaining user trust as a trusted IT advisor. The Required Tasks and Candidate Requirements are including, but not limited to
Required Tasks:
Ensure that all contracted customer Service Level Agreements are met monthly
Ensure that calls logged to you 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 managed and updated with the latest updates daily until call closure
Ensure a minimum of 98% customer satisfaction feedback rating monthly for all customers and remedial action taken mitigate going forward if SLA not met
Provide basic Active Directory user and computer account administration
Provide remote printer support
Provide all end user support that can be attended to and resolved telephonically or remotely
Ensure continuous communication and feedback regarding escalations to user, user line management and the technical team
Ensure adherence to all Altron processes, policies, and procedures as per prescribed compliance
Ensure that all the allo
Requirements:
CompTIA A+
CompTIA N+
MCITP or Microsoft Office 365 Fundamentals
Windows Operating System Fundamentals (Windows 10/11)
3 - 5 years of Technical Support with an emphasis in MS Operating Systems, MS Office or Office 365 and Office Applications
General Comment/s: Hybrid