Field Service Engineer

About the position

My client based in Cape Town (Northern Suburbs) is currently looking for a Field Service Engineer to join them on a permanent basis

IT / Finance

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's (Verbally and including updating of the relevant Incident, Request or SRS on the Call TicketSystem)
• 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

Experience

• 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
• Basic knowledge of Active Directory and SCCM
• Basic knowledge of ITIL practices
• M365
• Web Browser (Chrome, MSEdge, and IE)
• Zscaler
• Anti-virus software
• Basic operating system knowledge
• Output device support
• Team Viewer
• Basic network troubleshooting skills
• Service Management and Call Ticketing systems (E.g. CA UniCenter and BMC)
• Computer installation and repairs
• Reporting and administration
• Services knowledge
• Problem tracking tool
• Technologies

Competencies

• Good people management skills
• Time management - prioritizing important issues
• Be able to work under pressure
• Excellent communication skills (Verbal and Written)
• Telephony etiquette
• Can do attitude
• Customer and service excellence approach
• Attention to detail

If you are ready for the next exciting step in your career, and would like to apply, please send us your updated CV to review

Desired Skills:

• ITIL
• IT Support
• OEM
• Active Directory
• SCCM
• M365
• ZScaler
• Field Service
• Field Service Engineering