Hotline: 678-408-1354

Support Associate

Core Group South Africa Sandton, Gauteng Information Technology

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

Core Group candidates may be subjected to pre employement tests.

Qualification:

  • Minimum – Matric
  • Preferable – IT qualification
  • Apple certification (once employed)

    • Experience:

  • Experience in customer facing technical support preferable.

    • Responsibilities:


    Support SLA

  • Provide support as needed for clients while maintaining SLAs
  • Respond to Help desk tickets and support calls as defined by outlined procedure.
  • Proactively identify issues and strive for results/minimize potential issues.
  • Take responsibility and ownership to tickets on your name, following through in a professional and timely manner, from end to end.
  • Provide escalation support as required.
  • Follow the correct process and procedures on tickets.
  • Ticket Allocations
  • Incidents reports and escalations

    • Team Support

  • Assist other team members and subject experts to achieve team goals and projects.
  • Suggest ideas and ways to achieve efficiencies.
  • Participate in knowledge transfer and record thereof example: competencies etc.
  • Escalate and notify tickets and incidents which are systematic.

    • Competency

  • Achieve sufficient knowledge for running and maintaining all related components – Hardware, Software, OS and Application.
  • Dissemanation of knowledge between the team

    • Special Projects and Innovation

  • Provide support and implement various special projects as relevant.
  • Implement project or process to improve or make efficient a current situation or introduce a brand new solution.

    • Personal Development

  • Stay abreast of all relating products developments, releases and industry technologies.
  • Acquire relevant certification status.

    • Personal Attributes:

  • Communication – The ability to express one self clearly and effectively to customers and within the company.
  • Serviced focus – Respond to customers needs by doing it right the first time
  • Flexibility – Been able and willing to adapt within a variety of different situations and changes.
  • Disciplined Approach– punctual, strong attendance record , getting back to customers and returning calls.
  • Efficiency – meet and exceed all that is required of you in your job function and perform job at high standard.
  • Proactively identify risks – Be aware and report any issues that might put the business at risk.
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