Desktop Support Engineer
1 week ago
- Manage, maintain and repair IT systems
- Maintain the companys computer services and equipment
- Provide guidance and best practices to Junior Support Technicians
- Build partner relationships with client and be trusted IT Advisor
- Ensure that contracted customer Service Level Agreements are met (resolved)
- Ensure that calls logged 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 checked and updated with the latest updates until call closure
- 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
- 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
- Ensure that best practices are adhered to
- Ensure that Standard Operation Procedures are followed
- Provide input to the Monthly Operations Report
- Ensure continuous communication to the technical team and feedback regarding escalations to Client Line Management and Users
- 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.
- Ensure adherence to all Altron Bytes SI processes, policies, and procedures as per prescribed compliance
- 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.
- CompTIA A+ certification
- CompTIA N+ certification
- ITIL Foundation Certification
- Microsoft Azure Fundamentals AZ900
- Microsoft Office 365 Fundamentals 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 5 years of Technical Support with an emphasis in MS Operating Systems, MS Office or Office 365 and Office Applications
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