SLA Account Manager

Há 2 dias

Western Cape Portugal Hr Co Tempo inteiro
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
Technical Support (Tier 2 / Intermediate)
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)
Ticket Management & Escalation
  • 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
Client Relationship & Service Improvement
  • 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
Documentation & Process
  • 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
Minimum Requirements
  • 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.
Desirable skills
  • 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.)
Role Characteristics
  • 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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