Welkom: Field Service Engineer

About the Role

The Field Service Engineer will be responsible for providing end-user support, troubleshooting software and hardware issues, and ensuring compliance with Service Level Agreements. The ideal candidate will possess excellent communication skills, a positive attitude, and the ability to work productively with minimal supervision.

Key Responsibilities

• 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 – Identify possible risks and report 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
• Manage operational expenses and accurate recording of related items (travel, cellphone, overtime, standby, leave)
• Manage tools of trade (Gijima assets) e.g., Cellphone, IPAD

Requirements

• Grade 12 IT Degree, Diploma or Certificate
• 4-7 years experience in IT software and hardware support
• End User support with troubleshooting skills and networks exposure
• Understanding of Service Level Agreements
• Valid Drivers license (code B)
• Demonstrated driving ability for 5 years or more
• Clear criminal record
• Good communication and customer service skills
• Exceptional Troubleshooting skills
• Understanding of tools and grasping new technology needed to complete repair

Qualifications

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

Salary & Benefits