Western Cape: Support Technician posted by IT Empowerment Consulting

About the Role

The Support Technician role at IT Empowerment Consulting is a critical position that requires a skilled and experienced individual to manage, maintain, and repair IT systems. The ideal candidate will be responsible for providing exceptional technical support to customers, building strong relationships with clients, and ensuring that all contracted customer Service Level Agreements are met.

Key Responsibilities

• Manage, maintain, and repair IT systems
• Maintain the company’s computer services and equipment
• Provide guidance and best practices to Junior Support Technicians
• Build partner relationships with clients and be trusted IT Advisor
• 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
• 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 Company 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.

Requirements

• CompTIA A+ certification
• CompTIA N+ certification
• ITIL Foundation Certification

Qualifications

No formal education or certifications are required for this role.