Field Service Engineer X2

Gijima Holdings Hr; Johannesburg; Hybrid; ZAR 180,000 - 240,000; Full time

Job summary

Gijima Holdings Hr is seeking an IT Support Analyst to provide onsite and remote end-user desktop support across client sites in Johannesburg. The role covers hardware and software troubleshooting, card reader readers, and printer maintenance, with adherence to SLAs.

The candidate should have Grade 12, with ITIL/CompTIA certifications as advantageous. A reliable vehicle, valid driver's license, and ability to travel between sites are expected.

Qualifications

• Onsite and remote end-user desktop support aligned with SLAs.
• Support various makes/models of card readers.

Responsibilities

• End user support - Resolve logged incidents as per client contract.
• Deliver customer service with a positive attitude.
• Quality incident resolution within SLA on first contact.
• Compliance with client rules and SOPs.
• Accurate data entry following ITIL standards.
• Preventative maintenance and risk reporting to Team Lead.
• Guide users with simple, step-by-step instructions.
• Conduct remote troubleshooting and test alternative pathways until issues are resolved.
• Adhere to corporate policies and use Resolve IT to close tasks in real time.
• Pre-installation audits and printer optimization; ensure compliance with client checklists.

Skills

End user support

Customer service

Troubleshooting

Remote troubleshooting

Questioning to diagnose problems

Clear communication

Team collaboration

Education

Grade 12

IT Degree/Diploma advantageous

CompTIA A+

CompTIA N+

ITIL v3 Foundation Certification (advantageous)

OEM/Manufacturer Certifications (advantageous)

Tools

Resolve IT

Printers/Scanners

Job description

PURPOSE:

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

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 Degree/Diploma 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 kmVehicle 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