Field Service Engineer X3 Ctc

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Provide and maintain end user desktop & peripheral support to our various clients including merchant support, installations, and maintenance.

Responsibilities

1. End user support - Resolve logged incidents as per client contract.
2. Deliver customer service - Communicate effectively, dress appropriately, and display a positive attitude.
3. Quality incident resolution - Ensure incidents are resolved on first contact.
4. Compliance to rules - Follow all pending rules and standards.
5. Quality data input - Ensure accuracy of data captured on Resolve IT incident/ticket system according to ITIL standards.
6. Preventative maintenance - Identify possible risks and report to Team Lead.
7. Hardware support - Deploy, monitor, repair, support, and manage desktop and notebook hardware.
8. Software management - Manage Windows OS, Office Automation Software, printers, scanners, faxes.
9. Setup and testing - Setup desktop computers and peripherals, test network connections, install software, and diagnose problems.
10. User guidance - Ask targeted questions and guide users with step-by-step instructions until issues are resolved.
11. System testing - Test computers to ensure proper functioning.
12. Policy adherence - Follow policies as per corporate manuals and directives.
13. Pre-installation audits - Conduct audits and optimize printer usage.
14. Compliance - Ensure adherence to client checklists and SOPs.
15. Utilize Resolve IT - Ensure closure of tasks and incidents.
16. Company policies - Comply with all company processes and policies.
17. Operational management - Manage expenses and record related items accurately (travel, cellphone, overtime, etc.).
18. Asset management - Manage tools of trade such as cellphones, iPads, vehicles, and stock.

Requirements

• Education: Grade 12, IT Certification/Diploma/Degree.
• Experience: 4-7 years in IT hardware and software support, end-user support, troubleshooting, and networks.
• Certifications: IT Diploma/Certificate, CompTIA A+, N+, ITIL v3/4 Foundation (advantageous), MCSE (advantageous).
• Other requirements: Valid driver’s license, clean criminal record, ability to work independently, good communication and customer service skills, troubleshooting skills, understanding of tools and new technologies, and willingness to do standby duties.

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