Field Service Engineer

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

Job summary

A leading company is seeking an IT Technician for effective desktop support and incident management for Platinum Health. The role includes resolving incidents, providing end-user support, and ensuring compliance with ITIL standards. Ideal candidates should possess at least a Grade 12 qualification and relevant IT certifications to drive operational success in various client locations.

Qualifications

• 4-7 years’ experience in IT support with end-user focus.
• Must have valid driver’s license and ability to work independently.
• Technical certifications are highly beneficial.

Responsibilities

• Resolve logged incidents as per client contract.
• Deploy and repair desktop and notebook hardware.
• Provide effective customer service and communicate positively.

Skills

Troubleshooting skills

Customer Service

Communication

Data Accuracy

Education

Grade 12

IT Diploma / Certificate

Tools

CompTIA A+

CompTIA N+

CompTIA Server+

ITIL v3 Foundation

MCSE

Job description

Client : Various Accounts / Platinum Health

PURPOSE :

Effective desktop 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 the Limpopo 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, including end-user support, troubleshooting skills, and networks exposure. Understanding of Service Level Agreements.

Technical / Legal Certifications :

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

Key Performance Areas :

• End user support - Resolve logged incidents as per client contract.
• Deliver customer service - Communicate effectively, dress professionally, and display a positive attitude.
• Quality incident resolution - Ensure incidents are resolved on first contact within SLA.
• Compliance to rules - Follow all relevant policies and procedures.
• Data accuracy - Ensure data captured on Resolve IT is accurate and adheres to ITIL standards.
• Preventative maintenance - Identify potential risks and report to Team Lead.
• Hardware support - Deploy, monitor, repair, and support desktop and notebook hardware, manage Windows OS, Office software, printers, scanners, Faxes.
• Setup and testing - Setup desktop computers and peripherals, test network connections, install software.
• Diagnosis and troubleshooting - Ask targeted questions, guide users, conduct remote troubleshooting, test solutions.
• Application customization and testing - Customize desktop applications to meet standards, test computer systems.
• Policy adherence - Follow company policies and SOPs.
• Pre-installation audits - Conduct audits and optimize printer setups.
• Incident management - Use Resolve IT to close tasks in real time.
• Operational management - Manage expenses, tools of trade, standby and overtime as needed.

Other Requirements :

• Valid driver’s license (Code B) and minimum 5 years driving experience.
• Clear criminal record.
• Ability to work independently, with good communication and troubleshooting skills.