Gauteng: Field Service Engineer posted by Gijima Holdings: HR

•  Grade 12

EXPERIENCE:

•  4-7 years’ experience in IT software and hardware support. End User support with a troubleshooting skills and networks exposure. Understanding of Service Level Agreements

TECHNICAL / LEGAL CERTIFICATION:

• IT Diploma/certificate
• CompTIA A+ 
• CompTIA N+
• Relevant OEM certifications (HP, Dell, Lenovo,)
• ITIL v3 Foundation Certification (advantageous) 
• MCSE (Advantageous)

KEY PERFORMANCE AREAS:

• End user support – Resolve logged incidents as per client contract 
• Deliver customer service – Communicate, dress, and display positive attitude
• Quality incident resolution – Ensure incident is resolved on first contact within SLA
• Compliance to pending rules – Ensure compliance to pending rules is followed 
• Quality data input – Ensure that data captured on Resolve IT incident/task is accurate and according to ITIL standards 
• Preventative maintenance – Identifies possible risks and reports to Team Lead 
• Deploy, Monitor, Repair, Support and Manage Desktop & Notebook Hardware, Manage Windows Operating Systems, Office Automation Software, Printers, Scanners, Faxes
• Setup desktop computers and peripherals and test network connections, install software for various applications and programs
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Customize desktop applications to meet Gijima standards
• Test computers to ensure proper functioning of computer systems.
• Adhere to policies as per corporate manuals and directives.
• Pre-installation audits – Ensure pre-installation audits conducted and maximum optimization of printers achieved 
• Compliance – Ensure compliance to relevant client checklist/SOP
• Utilization of Resolve IT – Ensure closure of tasks/incidents on Resolve IT in real time
• Comply to Company processes/policies
• Manage operational expenses and accurate recording of related items (travel, cellphone, overtime, standby, leave)
• Manage tools of trade (Gijima assets) e.g., Cellphone, IPAD,Standby and overtime may be required on an AD Hoc Basis

OTHER REQUIREMENTS:

• Valid Driver’s license must be code B
• Must have a reliable personal vehicle suitable for travel to client sites.
• Vehicle mileage should not exceed 150,000 km.
• Vehicle age should be no less than 10 years old.
• Must have demonstrated driving ability for 5 years or more
• Clear criminal record
• Ability to work productively with minimal supervision
• Good communication and customer service skills
• Exceptional Troubleshooting skills
• Understanding of tools and grasping new technology needed to complete repairs