Provide End User Computer Support:Manage, maintain and repair IT systemsMaintain the companys computer services and equipmentProvide guidance and best practices to Junior Support TechniciansBuild partner relationships with client and be trusted IT AdvisorEnsure that contracted customer Service Level Agreements are met (resolved)Ensure that calls logged are followed up / escalated, serviced, and resolved within the agreed SLAEnsure 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 closureEnsure 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 supportAdminister User and Computer accounts, as well as Group membership in ADPerform various tests on all hardware platforms and networks and document all operating system softwarePractice Expert knowledge on Preventative MaintenanceCoordinate with Internal IT staff and customer to resolve technical issues and escalate same if requiredIdentify and resolve all hardware and software issuesInstalling, Configuring and Updating required hardware and softwareTroubleshooting and diagnosing to detect and solve technical problemsDesign and perform various tests on applications according to required standardsMaintain and develop all user applications and define specifications based on client requirementsEnsure that best practices are adhered toEnsure that Standard Operation Procedures are followedProvide input to the Monthly Operations ReportEnsure continuous communication to the technical team and feedback regarding escalations to Client Line Management and UsersBackup Engineers for customers and support staff where requiredManage requests/calls escalated to Vendors and 3rd PartiesTrain 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 complianceEnsure 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 for success in this role are:CompTIA A+ certificationCompTIA N+ certificationITIL Foundation CertificationMicrosoft Azure Fundamentals AZ900Microsoft Office 365 Fundamentals MS900MTA: Windows Operating System Fundamentals (Windows 10)Microsoft 365 Certified: Modern Desktop Administrator AssociateApple 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