Job Description
About the Role
We are seeking a proactive and detail-oriented Junior Field Support Engineer to deliver efficient, high-quality technical support services while ensuring all calls are accurately updated daily and aligned to SLA requirements.
Key Responsibilities
- Call Updating – To ensure that all calls are updated daily with meaningful comments and that correct call update templates are used and completed fully on all calls
- Asset input – To ensure that all assets are correctly entered into the system
- User Satisfaction – To ensure that the user is satisfied with the service provision
- Meet SLA Requirements – To repair identified problems to meet average contractual SLA requirements
- Productive Call Rate – To ensure that the agreed upon number of calls are resolved per day
- Productive Time – Maintain productivity of >75%
- Instruments – To ensure that all company equipment are kept in good condition at all times (Desktop PC, Tablet/Charger/Cover)
- Closure Codes – To ensure that correct closure codes are used
- Work Flows – Adherence to Call Management System/any assisted tool used workflows
- Call Ageing – Ensure that no calls have aged past the agreed upon number of days and those which have, are escalated to ensure closure
- Problem-Solving – To listen and probe user problems, to accurately interpret cause and to resolve problem by following correct technical routines
- Repeat Calls – To limit the number of recurring calls
- HR Policies and Procedures – To ensure that all HR Policies and Procedures as well as BU Specific procedures are adhered to, e.g. house rules, timekeeping, housekeeping and dress code, etc.
- Faulty Hardware – To ensure that all faulty parts are replaced and that parts removed are returned to stores
- Dockets/Job Cards – To ensure that all dockets/job cards are updated correctly with relevant details, within deadline provided
- Documentation – To ensure that all forms required for processing are submitted on time – Expense claims/Leave/Standby/all other documentation
- Travel claim information to correspond with calls assigned to individual in Call Management System
- Training – To ensure that training is completed during required deadlines
- Knowledge Sharing – FSE to ensure that he/she has access and familiarizes themselves to all online knowledge documentation and ways of work
Requirements
- 6 months practical in-service delivery; desktop support
- Experience in mobile device support
Qualifications
- National Senior Certificate (Matric)
- MCSE or Microsoft Equivalent preferred
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About IT / Computing / Software Jobs in Govan Mbeki
In Govan Mbeki, the IT and computing sector is a significant contributor to the local economy, with various industries relying on technology to drive growth and innovation. Typically, job opportunities in this field are available across different sectors, including finance, healthcare, education, and manufacturing. Generally, these roles involve the design, development, and implementation of computer systems, software applications, and IT infrastructure.
Salary ranges for IT professionals in Govan Mbeki can vary widely depending on factors such as experience, company size, industry sector, and specific job requirements. Typically, entry-level positions may command salary ranges between R300 000 to R500 000 per annum, while senior roles can exceed R1 million per year. However, it’s essential to note that these are broad estimates, and actual salaries can differ significantly depending on individual circumstances.
Common skills required for IT and computing roles in Govan Mbeki include proficiency in programming languages such as Java, Python, or C++, as well as experience with database management systems like MySQL or Oracle. Typically, a strong understanding of computer networks, cybersecurity principles, and data analysis techniques is also essential. Often, candidates with experience in cloud computing platforms like AWS or Azure are highly sought after. Additionally, knowledge of IT service management frameworks like ITIL is beneficial for those looking to pursue a career in this field.
The technology industry sector is one of the most significant employers of IT professionals in Govan Mbeki. Financial services firms, educational institutions, and manufacturing companies often require skilled IT personnel to support their operations. Other industries that commonly employ IT staff include healthcare, government agencies, and small and medium-sized enterprises (SMEs).
For those looking to advance their careers in the IT sector, common career progression paths include moving into senior technical roles, taking on leadership positions, or pursuing specialized certifications like CompTIA A+ or Cisco CCNA. Typically, opportunities for professional development exist through online courses, workshops, and industry conferences. Often, companies provide training and mentorship programs to support employee growth and skill enhancement.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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