Hybrid Support Technician - High Care en Altron

Title

Support Technician - High Care

KEY RESPONSIBILITIES:

Management

• Stakeholder engagement to deliver on excellent customer service – identify potential improvements to processes and systems for customer satisfaction; challenge and enhance existing processes for continuous improvement
• Provide optimal IT support to departments to help facilitate meeting of the Customer’s objectives – Keep customers informed and keep to commitments; ensure all stakeholders are informed of developments and resolution status; take ownership of the issue until resolution; interact with other technical support teams to escalate or resolve issues

Governance and Risk Management

• Adhering to defined processes to ensure Quality Assurance of Incident Management - Logging, tracking and resolving, as well as escalating incidents and requests; identify trends to understand root causes; proactively revise processes and tools to improve service levels; protect and ensure confidentiality of business information
• Remaining informed on emerging trends to maintain a deep and broad knowledge base in fundamental IT technical skill sets – Document current processes and changes; support knowledge sharing; mentor and train other members of the support team; undertake continuous training and development.
• Participate in projects for process or quality improvements – manage and support technical projects for the business; collaborate with business and project teams to successfully implements projects; evaluate solutions and regularly evaluate business needs relative to current tools.

COMMUNICATION & WORKING RELATIONSHIPS:

Internal:

• Heads of Operations and Business Units
• All stakeholders within the operation
• Shared Services

Reasons for Interaction:

• Ensure effective Service Delivery.
• Ensure that all stakeholders are aligned and have the relevant information.
• Advice to line management.
• Ensure that Group is aware and aligned to requirements.

External:

• Customer and Service Providers

Reasons for Interaction:

• Work with Customer and Service Providers to ensure optimal service delivery

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Professional Qualifications

• Preferred: ITL Foundation Certification, Apple OS Essentials, O365, A+, N+, and other Microsoft Certifications

Years of Experience

• At least 3 years of advanced IT support experience in a High Care-type business environment; experience with Active Directory, Office 365 and Microsoft tools, as well as Banking services and applications

Other requirements

• Networking and Server / Data Centre support experience would be an advantages

Behavioural Competencies       

The incumbent is required to have demonstrated the following competencies:

• Commitment to excellent service delivery to customers
• Able to independently manage the support environment under their responsibility
• Constantly seeking to broaden their knowledge and apply the learning to benefit the business
• Developing strong relationships with business and technical partners to be more effective in solving issues

Education

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

Languages

English Solicitar ahora