Tech Support Officer at Revent Technologies Limited

PURPOSE

• It requires working cross functionally, taking initiatives to enhance the capability of applications, to take an end-to-end ownership, and to find opportunities to deliver efficiency to enhance customer experience.

RESPONSIBILITIES:

• Troubleshoot and provide resolutions to issues and outages
• Ensure the Resolved Status Service Level Agreement (SLA) is not breached by resolving tickets timeously
• Ensure that tickets are updated in line with the Process (With approval and a valid reason)
• Ensure that tickets are acknowledged before they breach the Ticket Acknowledgement SLA
• Quality Assurance Management - Ensure that a QA average of 98% is achieved on all call
• management assessments individually, based on ticket management quality
• Customer Experience: Excellent customer service delivered daily to avoid escalations, customer complaints and re-opening of calls
• Provide active resolution on all calls or emails logged for IT assistance within the agreed upon SLA timeframes
• Answer user inquiries regarding computer software or hardware operation to resolve problems timeously

QUALIFICATIONS, EXPERIENCE & SKILLS

• Bachelor's degree in computer science or related field
• Minimum of 2 years’ experience in network admin, systems support or similar role
• Excellent knowledge of best practices around management, control, and monitoring of server infrastructure is an advantage
• Excellent communication skills
• Resourcefulness and problem-solving aptitude
• Great at organizing, prioritizing and multitasking
• Analysis & diagnostic investigation