- Gauteng
- Salary: Market Related
- Job Type: Permanent
- Sectors: IT Technology
- Reference: 86005
Vacancy Details
Employer: Core Group
At Core Group, we’re proud to offer innovative products that meet the needs of our customers. The Core Group is a group of companies that represent the world's leading personal technology products and services in Sub–Saharan Africa. We believe in bringing products and services to people that’ll empower, enable, inspire and grow – achieved through supply chain management, marketing management, channel management, enterprise sales and media relations.
Purpose of the role
The Support Associates are IT support team providing technology and application support to the Core Group ensuring all end-users (clients) can affectively perform their day-to-day, and after-hour, activities using the Information Technology provided. All support matters are attended to in a timely and professional manner by this team ensuring for a stellar IT experience by clients.
Responsibilities
- Provide support to stakeholders while maintaining all Service Level Agreements (SLAs).
- Respond timeously to all tickets logged.
- Proactively identify and address issues.
- Take responsibility and ownership of all assigned tickets.
- Ensure tickets are correctly classified.
- Ensure ticket priorities are correctly set.
- Action all tickets professionally and in a timely manner until fully resolved.
- Ensure all tickets statuses are updated timeously to avoid breach of SLA.
- Provide escalation support when required.
- Follow up frequently with stakeholders for all tickets placed on hold.
- Work as a team ensuring all tickets is actioned accordingly as per KPA requirements.
- Reduce all aged tickets.
- Asset Management
- Documentation and SOP maintenance.
Required skills and qualifications
- The person must have a matriculation certificate.
- Ideally the person must be certified, or working towards, the applicable Apple Certified Support Professional (ACSP) professional deriving from the relevant MacOS Support Essentials training.
- Minimum of 1 year IT experience in a similar role.
- Experience with Apple products and solutions.
- Background in Information Technology.
- Customer service orientated.
- Strong communication skills.
- Problem-solving/troubleshooting skills.
- Ability to multitask.
36 people have applied for this job. 449 people have viewed this job.
About Core Group
We offer people the most exciting information, communication and entertainment technology for work and play and service them through our network of re-sellers and our own retail outlets.
At the core of our business is the Apple brand. We are the sole distributors for Apple in South Africa. In support of Apple, our accessories brands offer products that enhance this technological eco-system.
iStore is an Apple Premium Reseller (APR) which is a dedicated hub for Apple products and accessories. With 18 Stores conveniently situated across the Country, iStore is the largest APR in Southern Africa. iStore aims to maximize customer value offerings by providing an authentic Apple experience and offering customers exclusive services such as in-store complimentary training, technical support and technical set-up. iStore offers contracts on various mobile networks as well as a 2 year extended warranty option with iCare Plus.
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