Field Service Engineer at QES

About the position

My client based in Cape town (North) is currently looking for a Field Service Engineer to join them on a permanent basis
This role will be office based - full day

What will you do?
Provide End User Support for End Point Devices (Remote and Face to Face Support) at the clients Major Sites according to the agreed Client Service SLA. This will include the effective support of Incidents, Requests and Service Requests (SRS). Ensure maximum uptime and productivity for all users (Minimum downtime/impact for users as result of IT issues and requests within clients control)

What will make you successful in this role?
Core responsibilities:
Assist users with day to day IT issues
Providing End User Support to End Users
Quality Incident Resolution
Regular and timeous feedback to user on the progress of outstanding incidents, requests and SRS'e (Verbally and including updating of the relevant Incident, Request or SRS on the Call Ticket System)
Assist to get new users operational on End User Devices as per the Requests from Business
Ensure that all Software is working correctly before handing over a new workstation to the End Users
Troubleshooting Application issues including MS Teams and MS Office
Escalating issues that cannot be resolved timeously
Updating and concluding incidents, requests and Service Requests on the CA and SRS system within the agreed SLA
Provide Remote support to End Users (Including WFH users)
Managing and supporting incidents logged within SLA agreements
Provide feedback and update outstanding Open incidents and requests logged on CA
Providing First Line Support diagnosis and support for Output Device services
Contribute to the End User Knowledge Base
Escalating re-occurring incidents and providing input to the End User Problem Management Forum
Ad Hoc assistance with Projects and Application Releases if and when required

Other skills required:
Good people management skills
Time management - prioritizing important issues
Be able to work under pressure
Excellent communication skills(Verbal and Written)
Understanding of Santam Applications and Business processes will be advantageous
Telephony Etiquette
Can do attitude
Customer & Service Excellence approach
Attention to detail

Knowledge and Experience
Knowledge
Basic Knowledge of Active Directory and SCCM
Basic knowledge of ITIL practices
M365
Web Browser(Chrome, MS Edge & IE)
Zscaler
Anti-Virus Software
Basic Operating System knowledge
Output Device Support
Team Viewer
Basic Network Troubleshooting skills
Service Management and Call Ticketing systems (Eg. CA Unicenter and BMC)

Experience
3 - 4 Years experience in IT software and hardware, Desktop and Laptop support

Qualifications
Matric
ITIL(V3/4)
3 - 4 Years experience in IT software and hardware, Desktop and Laptop support
Relevant OEM Certification
Relevant Hardware Certification
Relevant MS Certification

Knowledge and Skills
Computer installation and repairs
Reporting and Administration
Services Knowledge
Problem Tracking tool
Technologies

Personal Attributes
Communicates effectively - Contributing dependently
Decision quality - Contributing dependently
Action orientated - Contributing dependently
Optimises work processes - Contributing dependently

Desired Skills:

• Field Service
• Service Engineering
• OEM
• ITIL
• Network

Desired Work Experience:

• 2 to 5 years

Desired Qualification Level:

• Grade 12 / Matric