Support Technician

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 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
• Per...