Field Service Engineer

LOCATION: POLOKWANE

PURPOSE: Effective Desk top support and management of incidents and requests as contracted by Platinum Health including other IT requirements and projects.

The incumbent needs to be located in Polokwane-Tzaneen area and will provide onsite support to various client locations and surrounding areas.

Own reliable vehicle is a requirement due to the various locations supported.

FORMAL EDUCATION: Grade 12

EXPERIENCE: 4-7 years' experience in IT software and hardware support.

End User support with troubleshooting skills and networks exposure.

Understanding of Service Level Agreements.

TECHNICAL / LEGAL CERTIFICATION:

• IT Diploma / certificate
• CompTIA A+
• CompTIA N+
• CompTIA Server+
• ITIL v3 Foundation Certification (advantageous)
• MCSE (Advantageous)

KEY PERFORMANCE AREAS:

1. End user support - Resolve logged incidents as per client contract
2. Deliver customer service - Communicate, dress, and display positive attitude
3. Quality incident resolution - Ensure incident is resolved on first contact within SLA
4. Compliance to pending rules - Ensure compliance to pending rules is followed
5. Quality data input - Ensure that data captured on Resolve IT incident/task is accurate and according to ITIL standards
6. Preventative maintenance - Identifies possible risks and reports to Team Lead
7. Deploy, Monitor, Repair, Support and Manage Desktop & Notebook Hardware, Manage Windows Operating Systems, Office Automation Software, Printers, Scanners, Faxes
8. Setup desktop computers and peripherals and test network connections, install software for various applications and programs
9. Ask targeted questions to diagnose problems
10. Guide users with simple, step-by-step instructions
11. Conduct remote troubleshooting
12. Test alternative pathways until you resolve an issue
13. Customize desktop applications to meet Gijima standards
14. Test computers to ensure proper functioning of computer systems
15. Adhere to policies as per corporate manuals and directives
16. Pre-installation audits - Ensure pre-installation audits conducted, and maximum optimization of printers achieved
17. Compliance - Ensure compliance to relevant client checklist/SOP
18. Utilization of Resolve IT - Ensure closure of tasks/incidents on resolve IT in real time
19. Comply to Company processes/policies
20. Manage operational expenses and accurate recording of related items (travel, cellphone, overtime, standby, leave)
21. 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 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