Backend SLA Technician
Advius · Mpumalanga
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Start free — we apply for you →Overview of the Role
- The Backend SLA Technician is responsible for executing and maintaining Tier 1 customer Key Performance Indicators KPIs, with a strong emphasis on data analysis and processing.
- The role ensures that customer reporting, IoT device performance, and service level commitments are delivered accurately and on time, minimising disruption to broader operations.
Key Responsibilities
- Generate, audit, and approve Tier 1 customer reports, ensuring timely submission
- Maintain Tier 1 IoT devices in full working condition, resolving issues on the same day where possible
- Monitor and maintain KPIs, ensuring all deviations are resolved within 48 hours
- Respond to customer communications within defined SLA timeframes as per SOP
- Manage customer engagement around production timelines, reporting cycles, surveys, and reconciliations
- Provide oversight and support to onsite technicians regarding IoT-related matters
- Coordinate with technicians on scale calibration adjustments across all Tier 1 sites
- Oversee the refurbishment and resolution of all IoT-related issues
- Execute general work instructions within the Digital Business Unit as required
Requirements Minimum Requirements
- Grade 12 Matric
- NQF Level 5 qualification
- Minimum 3 years' experience in a related field or NQF Level 6 in Statistics
- Strong willingness to learn and develop technical skills
- Exposure to programming concepts or scripting languages
- Strong analytical and problem-solving ability
- High attention to detail with a structured working approach
- Positive attitude with a curiosity for data and analytics
Ideal Candidate Profile
- Strong capability in data analytics, particularly trend analysis
- Highly detail-oriented with a methodical and structured approach to recurring tasks
- Self-sufficient and able to manage workload independently
- Comfortable working under pressure to meet tight reporting deadlines and SLA requirements
- Clear and professional communicator, able to engage effectively with both customers and onsite technicians