Field Service Engineer

Gijima Holdings; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

An established industry player is seeking a skilled IT Support Technician to provide exceptional technical assistance and customer service. In this dynamic role, you will be responsible for resolving hardware and software issues, ensuring compliance with client standards, and delivering quality support to end users. Your ability to troubleshoot effectively and communicate clearly will be essential in maintaining high satisfaction levels. Join a forward-thinking company that values your expertise and offers opportunities for growth in a collaborative environment. If you're ready to make a significant impact in the IT field, this role is perfect for you.

Qualifications

• 4-7 years experience in IT software and hardware support.
• IT Diploma/certificate and CompTIA A+/N+ preferred.

Responsibilities

• Resolve logged incidents as per client contract.
• Ensure compliance to pending rules and quality data input.
• Conduct remote troubleshooting and provide user guidance.

Skills

IT Support

Customer Service

Troubleshooting

Communication Skills

Education

Grade 12

IT Diploma / certificate

Tools

Resolve IT

Windows Operating Systems

Office Automation Software

Printers

Scanners

Faxes

Job description

FORMAL EDUCATION : Grade 12

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

TECHNICAL / LEGAL CERTIFICATION :

1. IT Diploma / certificate
2. CompTIA A+
3. CompTIA N+
4. ITIL v3 Foundation Certification (advantageous)
5. 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: Identify possible risks and report to Team Lead.
7. Deploy, Monitor, Repair, Support and Manage: Desktop & Notebook Hardware, Windows Operating Systems, Office Automation Software, Printers, Scanners, Faxes.
8. Setup desktop computers: Test network connections, install software for various applications and programs.
9. Guide users: Provide simple, step-by-step instructions.
10. Conduct remote troubleshooting: Test alternative pathways until you resolve an issue.
11. Customize desktop applications: Meet Gijima standards.
12. Test computers: Ensure proper functioning of computer systems.
13. Adhere to policies: Follow corporate manuals and directives.
14. Pre-installation audits: Conduct audits to ensure maximum optimization of printers.
15. Compliance: Ensure compliance to relevant client checklist/SOP.
16. Utilization of Resolve IT: Ensure closure of tasks/incidents on Resolve IT in real time.
17. Manage operational expenses: Accurate recording of related items (travel, cellphone, overtime, standby, leave).
18. Manage tools of trade: Gijima assets (e.g., Cellphone, IPAD).
19. Standby and overtime: May be required on an AD Hoc Basis.

OTHER REQUIREMENTS :

1. Valid Driver's license must be code B.
2. Must have demonstrated driving ability for 5 years or more.
3. Clear criminal record.
4. Ability to work productively with minimal supervision.
5. Good communication and customer service skills.
6. Exceptional troubleshooting skills.
7. Understanding of tools and grasping new technology needed to complete repairs.