Maintain the company's computer services and equipment
Provide guidance and best practices to Junior Support Technicians
Build partner relationships with client and be trusted IT Advisor
Ensure that contracted customer Service Level Agreements are met (resolved)
Ensure that calls logged are followed up / escalated, serviced, and resolved within the agreed SLA
Ensure that calls are logged retrospectively if no call was logged for work completed (No ticket No Ride)
Ensure that calls are checked and updated with the latest updates until call closure
Ensure a minimum of 98% customer satisfaction feedback rating on a monthly basis with external contracted Customers and action to position SLA and satisfaction measurement for internal support
Administer User and Computer accounts, as well as Group membership in AD