Field Service Engineer

Gijima Holdings Hr; Pretoria; Hybrid; ZAR 320,000 - 520,000; Full time

Job summary

Gijima Holdings HR in Pretoria, Gauteng, is seeking a Field Service Engineer to provide on-site and remote technical support for IT hardware, software and network systems. You’ll install, maintain and repair equipment, diagnose issues, and ensure optimal performance across client locations.

The role requires 4–7 years of experience in IT hardware/software support, CompTIA A+ and Network+ certifications, and a strong customer-focused approach with ITIL awareness.

Qualifications

• Grade 12, IT Diploma or relevant IT Certificate, CompTIA A+, CompTIA Network+
• Strong hardware/software troubleshooting and end-user support skills
• Ability to work across on-site and remote support environments

Responsibilities

• Provide first and second-line End User Computing support.
• Diagnose and resolve hardware, software and network incidents.
• Install, configure and support desktop computers, laptops, printers, scanners and peripherals.
• Install and configure operating systems and business applications.
• Conduct remote and on-site troubleshooting.
• Test equipment and ensure functionality before deployment.
• Escalate unresolved issues to appropriate support teams.
• Maintain compliance with SOPs and SLAs.
• Accurate incident logging and documentation.
• High first-time fix rate and customer satisfaction.

Skills

Desktop hardware support

Windows OS

Printer and peripherals

Software installation

Technical troubleshooting

ITIL

Teamwork

Communication

Independent work

Time management

Education

Grade 12

IT Diploma or Certificate

CompTIA A+

CompTIA Network+

Tools

Resolve IT

Office 365

Job description

Field Service Engineer Gijima Holdings HR Tshwane (Pretoria), Gauteng, ZA

Role Purpose

To provide on-site and remote technical support, including the installation, maintenance, repair and support of IT hardware, software and network systems, ensuring optimal performance and minimal downtime. The Field Service Engineer delivers high-quality customer service by responding to service requests across multiple client locations, diagnosing and resolving technical issues, implementing upgrades, performing preventative maintenance and ensuring compliance with Service Level Agreements (SLAs), company standards and client requirements.

Key Responsibilities

• Provide first and second-line End User Computing support.
• Diagnose and resolve hardware, software and network-related incidents.
• Install, configure and support desktop computers, laptops, printers, scanners and other peripherals.
• Install and configure operating systems and business applications.
• Conduct remote and on-site troubleshooting.
• Ensure optimal printer configuration and performance.
• Configure desktop applications according to Gijima standards.
• Test equipment to ensure functionality before deployment.
• Guide end users through troubleshooting steps where appropriate.
• Ensure incidents are resolved within agreed Service Level Agreements (SLAs).
• Capture accurate incident information within the Resolve IT system.
• Close incidents and service requests in real time.
• Escalate unresolved issues to the appropriate support teams.
• Maintain compliance with client Standard Operating Procedures (SOPs) and company policies.
• Manage company assets and tools of trade responsibly.
• Accurately manage and record travel, overtime, standby, leave and other operational expenses.
• Identify technical risks and report them to the Team Lead.
• Participate in standby and overtime support when operationally required.
• Timely resolution of incidents within SLA.
• High first-time fix rate.
• Accurate incident logging and documentation.
• Successful installation and deployment of end-user equipment.
• Effective preventative maintenance activities.
• Compliance with client procedures and company policies.
• Accurate management of company assets and operational records.
• High system availability with minimal downtime.

Core Competencies Technical / Functional Competencies :

• Desktop and laptop hardware support
• Windows Operating Systems
• Microsoft Office and Office Automation
• Printer, scanner and peripheral support
• Hardware diagnostics and repair
• Software installation and configuration
• Preventative maintenance
• IT Service Management (ITIL)
• Technical troubleshooting
• Asset management
• Documentation and reporting
• Effective communication
• Problem-solving and analytical thinking
• Accountability
• Planning and organising
• Teamwork and collaboration
• Initiative
• Professionalism
• Time management
• Ability to work independently
• Continuous learning

Qualifications & Experience Minimum Qualifications

• Grade 12
• IT Diploma or relevant IT Certificate
• CompTIA A+
• CompTIA Network+

Advantageous Qualifications

• ITIL Foundation Certification
• MCSE Certification
• Relevant tertiary qualification in Information Technology

Experience

• 4–7 years’ experience in IT hardware and software support.
• Experience supporting End User Computing environments.
• Experience in desktop support and troubleshooting.
• Exposure to networking technologies.
• Sound understanding of Service Level Agreements.

Role Impact and Decision Rights

The Field Service Engineer contributes directly to maintaining client productivity through effective support and rapid incident resolution. The incumbent is responsible for making technical decisions relating to troubleshooting, diagnosis and incident resolution within established procedures and escalation guidelines. The role is accountable for ensuring service quality, compliance with SLAs and accurate management of company assets and documentation.

Key Interfaces

Internal

• Service Desk
• Technical Support Teams
• Service Delivery Management
• Asset Management
• Logistics

External

• Client End Users
• Client IT Representatives
• Third-party Vendors
• Hardware Manufacturers

Measures of Success

• SLA compliance achieved.
• High first-time fix rate.
• Customer satisfaction maintained at agreed targets.
• Accurate incident logging and closure.
• Compliance with client SOPs.
• Successful completion of preventative maintenance.Accurate asset management.
• Effective utilisation of Resolve IT.
• Compliance with company policies and procedures.
• Timely completion of assigned work.

Additional Notes

• Extensive travel within the Pretoria region is required.
• Standby and overtime may be required on an ad hoc basis and is a requirement of the role
• The incumbent must maintain company‑issued tools of trade responsibly.
• A strong customer focus and professional conduct are essential.
• The role requires the ability to work independently with minimal supervision while maintaining high service standards.