SLA Account Manager - Western Cape, Portugal
há 6 horas
Descrição do trabalho
Our client, a dynamic and growing IT company based in Cape Town CBD requires a proactive, motivated SLA Account Manager to join their dynamic team. The individual will work on the IT Helpdesk as a technical agent, providing high-quality IT support as part of the helpdesk team, with occasional on-site client visits.Key Responsibilities
Client Ownership & SLA Delivery
- Act as the primary technical contact for assigned SLA clients
- Take ownership of incidents, requests, and problems for those clients
- Ensure tickets are handled in line with contractual SLAs and internal KPIs
- Proactively communicate with clients regarding progress, delays, and resolutions
Provide remote and occasional onsite support for:
- Windows 10 / 11 desktops and laptops
- Microsoft 365 (Exchange Online, Outlook, Teams, OneDrive, SharePoint basics)
- Azure AD / Entra ID user management (users, groups, MFA, password resets)
- Endpoint security tooling (AV, EDR, BitLocker, MFA enforcement)
- Printers, scanners, and peripheral devices
- Basic networking (IP addressing, DHCP, DNS fundamentals, Wi-Fi, VPN access)
- Triage, investigate, and resolve support tickets independently where possible
- Escalate server-related or advanced infrastructure issues to internal specialist teams
- Work closely with junior helpdesk agents by delegating and reviewing suitable tasks
- Build trusted working relationships with client stakeholders
- Vendor / Supplier management and engagement with third parties to support their SLA
- clients.
- Identify recurring issues and recommend improvements or preventative actions
- Assist account management with technical input for renewals, changes, and upgrades
- Maintain accurate client documentation (network diagrams, user notes, configurations)
- Update internal knowledge base and client records as required
- Follow and contribute to internal ITIL-aligned service processes
- Matric and IT qualification (degree/diploma)
- Location: Must reside in Cape Town or surrounding areas and possess a valid driver's
- license.
- Strong working knowledge of Microsoft 365 administration
- Solid Windows desktop support experience
- Experience supporting SME environments
- Good understanding of basic networking concepts
- Strong customer-service and communication skills
- Communication: Strong written and verbal communication skills in English.
- Professionalism: Well-presented, confident, and able to engage effectively with clients
- Organizational Skills: Detail-oriented, diligent, and able to perform under pressure.
- Team Player: Ability to collaborate while also working independently.
- Experience working in an SLA-driven environment
- Exposure to Azure AD / Entra ID security features
- MSP ticketing systems and documentation platforms
- Relevant Microsoft certifications (MS-900, MD-102, etc.)
- Office based
- Client-facing and relationship-driven
- Requires strong ownership and accountability
- Mix of technical problem-solving and service delivery
- No Linux support required
- Basic server administration responsibilities
- Vendor / Supplier management
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