Field Service Engineer

Sanlam; Cape Town; On-site; ZAR 180,000 - 300,000; Full time

Job summary

Sanlam’s technology and data capability powers a digital-first financial services group in South Africa. The role delivers onsite hardware, software and peripheral updates, troubleshooting, and end-user support across the organisation.

You will work with AD, SCCM, M365, and ticketing systems to resolve incidents within SLA, provide remote support for remote users, and contribute to the knowledge base for end-user services.

Qualifications

• Matric, ITIL(V3/4) and relevant certifications.
• 3–4 years in IT software/hardware support for desktops and laptops.
• Experience with AD, SCCM, M365 and basic networking.

Responsibilities

• Assist users with day-to-day IT issues and provide end-user support.
• Provide quality incident resolution and timely feedback on tickets.
• Ensure software works before handing over a workstation to users.
• Remote support for WFH users and on-site users within SLAs.
• Update and close incidents in the call ticket system (BMC).

Skills

Active Directory

SCCM

ITIL

M365

Web Browsers

Team Viewer

Network Troubleshooting

Education

Matric

ITIL Certification

OEM Certification

Hardware Certification

MS Certification

Tools

BMC

Job description

Who are we?

Sanlam’s technology and data capability enables the Group’s transformation into a modern, digital-first and AI-powered financial services organisation. Our teams build, run and scale the platforms that power Sanlam, including cloud, data, AI and digital engagement capabilities, while delivering the change needed to grow Africa’s largest insurance group towards its 2030 ambition.

Who are we?

Sanlam’s technology and data capability enables the Group’s transformation into a modern, digital-first and AI-powered financial services organisation. Our teams build, run and scale the platforms that power Sanlam, including cloud, data, AI and digital engagement capabilities, while delivering the change needed to grow Africa’s largest insurance group towards its 2030 ambition.

We reimagine how work gets done, using technology, data and AI to help Sanlam grow, protect clients’ financial outcomes and enable them to live with confidence.

What will you do?

Responsible for performing onsite hardware, software and peripheral updates and repairs in an organisation. Responsible for troubleshooting and repairs of computer systems and peripheral equipment located throughout the organisation. May include LAN installations, upgrades and repairs. May maintain an adequate spare parts inventory of systems, subsystems and component parts used in repair work. Prepares progress reports for all work performed.

What will make you successful in this role?

• Assist users with day-to-day IT issues
• Providing End User Support to End Users
• Quality Incident Resolution
• Regular and timeous feedback to users on the progress of outstanding incidents, requests and SRS (Verbally and including updating of the relevant Incident, Request or SRS on the Call Ticket System)
• 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 Call Ticket 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 the Call Ticket System
• 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

Qualification

• Matric
• ITIL(V3/4)
• OEM Certification
• Hardware Certification
• MS Certification

Experience

• 3 - 4 Years experience in IT software and hardware, Desktop and Laptop support

Knowledge

• Active Directory and SCCM
• ITIL practices
• M365
• Web Browser (Chrome, MS Edge & IE)
• Zscaler
• Anti-Virus Software
• Basic Operating System knowledge
• Output Device Support
• Team Viewer
• Basic Network Troubleshooting skills
• Service Management and Call Ticketing systems (BMC)

Knowledge And Skills

Computer installation and repairs

Compliance monitoring and reporting

Information Reporting

Problem Tracking Tools

Computer Operations

Personal Attributes

Decision quality - Contributing independently

Interpersonal savvy - Contributing independently

Optimises work processes - Contributing independently

Action orientated - Contributing independently

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

Being resilient - Contributing independently

Collaborates - Contributing independently

Cultivates innovation - Contributing independently

Customer focus - Contributing independently

Drives results - Contributing independently

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Our commitment to transformation

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.