Purpose of the job: To provide excellent customer service in terms of monitoring customer infrastructure and proactively identifying issues as well as network monitoring and resolving related queries Level of Working/Additional requirements: Drivers Background Check
MAIN ACCOUNTABILITIES AND APPROXIMATE TIME SPLIT
Customer 33
To liase with business units and management relating to 50
IT problems in order ensure compliance tol
To liase with business units and management relating to IT problems in order ensure compliance to legislation, Altron policy and procedure as well as delivering on the Altron customer experience.
To communicate and liaise with external and internal 50
clients, suppliers and vendors to ensure compl
To communicate and liaise with external and internal clients, suppliers and vendors to ensure compliance to policies and procedures as well as delivering on the Altron customer experience.
Human Capital 33
To mentor and coach subordinates within the specific area 50
of responsibility according to policies an
To mentor and coach subordinates within the specific area of responsibility according to policies and procedures
To ensure that all the allocated and contracted development 50
activities (Individual Development Plan)
To 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.
To comply with all prescribed and relevant policies, 15
procedures, best practices and compliancerequi
To comply with all prescribed and relevant policies, procedures, best practices and compliance requirements
To proactively monitor security threats and incidents in 14
order to identify security risks, analyse t
To proactively monitor security threats and incidents in order to identify security risks, analyse the issue and escalate to relevant parties according to policies and procedures


To promptly, efficiently and accurately log calls of incidents on the call logging system according 14
To promptly, efficiently and accurately log calls of incidents on the call logging system according to policies and procedures
To trouble shoot logged issues and to update the call logged on the system (communicating withclien 14
To trouble shoot logged issues and to update the call logged on the system (communicating with clients, vendors and suppliers) according to policies and procedures
Follow up on all calls logged until completion/resolved according to standard operating procedures 14
Follow up on all calls logged until completion/resolved according to standard operating procedures
To use the key injection system to insert the correct key into the point of sale terminal according 14
To use the key injection system to insert the correct key into the point of sale terminal according to client specifications and policies and procedures
To handle internal IT support queries and escalate if/when necessary according to standard operating 15
To handle internal IT support queries and escalate if/when necessary according to standard operating procedures
REQUIRED EXPERIENCE
Essential IT service desk 3
Essential IT Infrastructure, Service and Supp 1
Preferred Network operating system 1
REQUIRED QUALIFICATIONS
Essential Std10\Grade 12
Essential A+
Essential N+
Essential CCNA Certificate
Preferred SSCP Certificate
REQUIRED SKILLS
Non-Critical Skills Interpersonal
Non-Critical Skills Commitment to personal growth and personal resilience
Non-Critical Skills Organisational
Non-Critical Skills Good people interaction skills, at
Non-Critical Skills CCNA
Non-Critical Skills Network and Support Troubleshooting
Non-Critical Skills Vulnerability Management
REQUIRED TRAINING
Essential Health and Safety Training
To liaise with business units and management relating to IT problems in order ensure compliance. To liase with business units and management relating to IT problems in order ensure compliance to legislation, company policy and procedure as well as delivering on the company's customer experience. To communicate and liaise with external and internal clients, suppliers and vendors to ensure compliance
To communicate and liaise with external and internal clients, suppliers and vendors to ensure compliance to policies and procedures as well as delivering on the company's customer experience.
To mentor and coach subordinates within the specific area of responsibility according to policies.
To mentor and coach subordinates within the specific area of responsibility according to policies and procedures
To ensure that all the allocated and contracted development
To ensure that all the allocated and contracted development activities (Individual Development Plan) between manager and employee is successfully completed within the company policy and procedure framework.
To comply with all prescribed and relevant policies, procedures, best practices and compliance
To comply with all prescribed and relevant policies, procedures, best practices and compliance requirements.
To proactively monitor security threats and incidents in order to identify security risks
To proactively monitor security threats and incidents in order to identify security risks, analyse the issue and escalate to relevant parties according to policies and procedures
To promptly, efficiently and accurately log calls of incidents on the call logging system according
To promptly, efficiently and accurately log calls of incidents on the call logging system according to policies and procedures
To trouble shoot logged issues and to update the call logged on the system
To trouble shoot logged issues and to update the call logged on the system (communicating with clients, vendors and suppliers) according to policies and procedures
Follow up on all calls logged until completion/resolved according to standard operating procedures
Follow up on all calls logged until completion/resolved according to standard operating procedures
To use the key injection system to insert the correct key into the point of sale terminal according
To use the key injection system to insert the correct key into the point of sale terminal according to client specifications and policies and procedures
To handle internal IT support queries and escalate if/when necessary according to standard of operating
To handle internal IT support queries and escalate if/when necessary according to standard operating procedures