Role Purpose

You love the Tech as much as you love making the Customers’ day! The Customer Support Technician is responsible for the speedy resolution of service requests with minimum come back while providing excellent customer experience.

Key Focus Areas

Team Play

• Proactively shares knowledge within the team
• Supports fellow team members to ensure the team succeeds collectively

Service Delivery

• Progressing requests assigned to you timeously and in line with internal Service Delivery Processes.
• Complete and resolve requests while ensuring a positive customer experience within agreed Service Level Objectives (SLO) through:
• Maintaining technical and security standards of customers’ IT infrastructure in line with best practise as well as internal standards and procedures.
• Ensuring proactive, concise and professional communication to keep the stakeholder (internal and external) updated on progress, actions taken, next steps and expectations
• Ensure punctual commencement of remote and onsite scheduled engagements
• Maintain internal technical and procedural documentation standards

Qualifications and Experience

• MCSE/MCSA (Minimum 2012)
• Minimum 3 years’ experience in IT Customer Service environment
• Minimum 3 years’ Infrastructure experience in an IT services company
• Technologies:
  • Intermediate DC facilities
  • Intermediate Networking experience
  • Intermediate Microsoft Server infrastructure experience
  • Intermediate Exchange and Office 365 experience
  • Intermediate experience with Server Backup technologies
  • Intermediate experience working with Infrastructure management tools
  • Intermediate user administration
• Other:
  • Own transport and valid Driver’s license
  • Ability to work after hours
  • Ability to work stand by