Field Service Engineer

Gijima Holdings HR; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A prominent IT support company in Johannesburg is seeking a skilled IT Support Technician to deliver onsite and remote end-user desktop support. The ideal candidate will have 2-4 years of IT support experience, strong troubleshooting skills, and a valid driver's license with access to a reliable vehicle. In this role, you will resolve incidents, ensure compliance with company policies, and provide excellent customer service to clients. This position offers a dynamic working environment where adaptability and communication skills are essential.

Qualifications

• 2–4 years of experience in IT support.
• Valid Driver’s license must be code B.
• Must have a reliable vehicle suitable for travel.

Responsibilities

• Provide onsite and remote end-user desktop support.
• Resolve logged incidents as per client contract.
• Conduct remote troubleshooting and guide users.
• Ensure compliance to company policies.

Skills

Desktop and laptop support

Hardware troubleshooting

Software troubleshooting

Basic network troubleshooting

Customer service skills

Troubleshooting skills

Education

Grade 12 (Matric)

IT Diploma / certificate

CompTIA A+

CompTIA N+

ITIL v3 Foundation Certification

Job description

The purpose of this role is to provide onsite and remote end-user desktop support and support various makes and models of card readers in accordance with the Merchant operational standards and service-level agreements.

Formal Education

• Grade 12 (Matric)

Experience

2–4 years’ experience in IT support, including :

• Desktop and laptop support (advantageous)
• Hardware and software troubleshooting (advantageous)
• Basic network troubleshooting (advantageous)
• Peripheral support (printers, scanners, card readers)

Technical / Legal Certification

• IT Diploma / certificate will be advantageous
• CompTIA A+
• CompTIA N+
• ITIL v3 Foundation Certification (advantageous)
• Relevant OEM / Manufacturer Certifications (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
• 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
• 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 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.