Cape Town City Centre: Senior Field Services Technician – Lead Role (Telecommunication)

Purpose of the role A Field Service Engineer in the IT (Information Technology) industry is a professional responsible for providing on-site technical support and assistance to customers or clients. Their primary role is to ensure that computer systems, networks, hardware, software, and other IT-related equipment are functioning correctly and efficiently. Overall, the role of an IT Field Service Engineer requires a combination of technical expertise, problem-solving skills, and excellent communication abilities to provide top-notch IT support to clients or end-users. Key Responsibilities Hardware and Software Installation Install, configure, and troubleshoot computer hardware components, such as servers, workstations, routers, switches, and peripheral devices. Install and update software applications and operating systems. Troubleshooting and Support Diagnose and resolve hardware and software issues. Identify and address technical problems that customers or end-users encounter and provide solutions. Provide technical support to customers on-site. Respond to service requests, answer technical questions, and assist users in resolving IT-related problems Network Support Set up and maintain computer networks, including LAN (Local Area Network) and WAN (Wide Area Network) configurations. Troubleshoot network connectivity issues and optimize network performance. Documentation Create and update network documentation, including network diagrams, configurations, and standard operating procedures (SOPs).Maintain accurate documentation with regards to site and network credentials. Collaboration Work closely with other IT teams, including network architects, system administrators, and security professionals, to resolve complex network issues and implement network upgrades or changes. Emergency Response Be available for emergency calls and be prepared to respond quickly to critical system failures or network outages. Testing and QC Perform testing and quality assurance checks on IT systems to ensure they meet performance and security standards. Replace faulty hardware components and ensure that they are properly configured and integrated into the IT environment. Travel Depending on the scope of the role, IT Field Service Engineers may need to travel frequently to customer sites or branch offices. Qualifications Minimum Grade 12 Qualification Diploma, Bachelor’s Degree in Information Technology, Computer Science, Electrical/Electronic Engineering, or a related field will be advantageous Drivers License Experience 5 years’ experience in the office automation industry 5 years of hands-on experience in IT support, field service, or technical roles. Proven experience with on-site hardware/software installation, network setup, troubleshooting, and customer-facing support. Technical Skills Strong knowledge of computer hardware (servers, workstations, peripherals, routers/switches). Proficiency in installing, configuring, and troubleshooting operating systems (Windows, Linux) and software applications. Experience with network setup, maintenance, and troubleshooting (LAN/WAN, connectivity, performance optimization). Familiarity with diagnostic tools, testing procedures, and basic IT security practices. Soft Skills and Other Requirements Excellent problem-solving and critical-thinking abilities. Strong customer service orientation with clear communication skills (verbal and written). Ability to work independently, manage priorities, and adapt to varied environments. Physical ability to lift equipment (up to 20–50 kg) and perform manual hardware work. Willingness to participate in on-call/emergency response and frequent travel.