About the position
As an EUC Support Technician, you will be the backbone of our operational efficiency, ensuring that contracted customer Service Level Agreements (SLAs) are met with precision. You will manage the full lifecycle of support tickets, provide critical technical assistance, and maintain an exceptional standard of customer satisfaction.
Key Responsibilities
- SLA & Ticket Management: Follow up, escalate, service, and resolve logged calls within agreed timelines. Ensure all completed work is logged retrospectively (adhering strictly to the "No Ticket, No Ride" policy) and keep tickets updated until closure
- Customer Excellence: Maintain a minimum 98% customer satisfaction feedback rating monthly for external contracted customers, while actively positioning SLA and satisfaction metrics for internal support
- Technical Support: Perform basic Active Directory user and computer account administration (account lockouts, OU memberships), 3G/APN configurations, and printer support/maintenance
- Onsite & Backup Assistance: Provide "Smart Hands" onsite support when required and act as a reliable backup for engineers and support staff
- Vendor & Stakeholder Communication: Manage requests and calls logged with vendors and third parties. Ensure continuous, clear feedback regarding escalations to Client Line Management, users, and the technical team
- Governance & Compliance: Adhere strictly to Altron Bytes SI processes, customer Corporate Governance, Risk Management, and Health & Safety policies
- Asset & Professional Development: Adhere to asset management processes and successfully complete all allocated Individual Development Plan (IDP) activities
Experience and Qualification
- Experience: Demonstrated skills, knowledge, and hands-on experience within an EUC function
- Technical Proficiency: Strong knowledge of MS systems, MS applications, and computer hardware troubleshooting (laptops and desktops
- Communication Mastery: Exceptional written and verbal communication skills-clear, concise, and articulate
- Soft Skills: Strong interpersonal skills, conflict resolution abilities, and excellent prioritization skill
- Work Ethic: Self-motivated, disciplined, able to work independently, and collaborative within a team. You must be able to handle pressure and thrive in a fast-paced environment
- Knowledge Sharing: A willingness to impart and share skills and knowledge with peers
Desired Skills:
- MS systems
- MS applications
- and computer hardware
- Ticket
- Troubleshooting
