Field Support Engineer

IOCO; Secunda; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading IT infrastructure firm is seeking a proactive Field Support Engineer to provide on-site and remote support in Secunda. The role involves installation, maintenance, and troubleshooting of hardware, software, and network systems, ensuring high levels of customer satisfaction. Candidates should possess 1 year experience in desktop support and a National Senior Certificate, with a preference for candidates holding an MCSE or equivalent. A fixed-term contract is offered with a focus on a dynamic work environment.

Qualifications

• 1 year of practical in-service delivery and desktop support experience.
• Experience in mobile device support.
• Experience in network support.

Responsibilities

• Ensure all calls are updated daily with meaningful comments.
• Correctly enter all assets into the system.
• Ensure user satisfaction with the service provided.
• Repair identified problems to meet contractual SLA requirements.
• Redirect resolvable calls back to the remote support team.
• Resolve the agreed number of calls per day.
• Maintain productivity levels above a specified threshold.
• Keep all company equipment in good condition.
• Use correct closure codes for calls.
• Adhere to call management workflows.
• Ensure calls are resolved within specified time.
• Accurately interpret and resolve user problems.
• Minimize recurring calls.
• Adhere to HR policies, procedures, and company rules.
• Replace faulty parts and return removed parts to stores.
• Update all documentation accurately and timely.
• Submit all required forms and claims on time.
• Complete required training within deadlines.
• Familiarize with online knowledge documentation.

Skills

Desktop support

Mobile device support

Network support

Education

National Senior Certificate (Matric)

Tools

MCSE or Microsoft equivalent

Job description

We are seeking a proactive and technically skilled Field Support Engineer to provide on-site and remote support for our clients. In this role, you will be responsible for the installation, maintenance, and troubleshooting of hardware, software, and network systems.

You will play a key role in ensuring high levels of customer satisfaction by delivering timely and effective technical support in the field.

What you'll do :

• Call Updating - Ensure all calls are updated daily with meaningful comments and correct templates.
• Asset input - Correctly enter all assets into the system.
• User Satisfaction - Ensure user satisfaction with the service provided.
• Meet SLA Requirements - Repair identified problems to meet contractual SLA requirements.
• Remote Support - Redirect resolvable calls back to the remote support team.
• Productive Call Rate - Resolve the agreed number of calls per day.
• Productive Time - Maintain productivity levels above a specified threshold.
• Instruments - Keep all company equipment in good condition.
• Closure Codes - Use correct closure codes for calls.
• Work Flows - Adhere to call management workflows.
• Call Ageing - Ensure calls are resolved within the specified time, escalating if necessary.
• Problem-Solving - Accurately interpret and resolve user problems following technical routines.
• Repeat Calls - Minimize recurring calls.
• HR Policies - Adhere to HR policies, procedures, and company rules.
• Faulty Hardware - Replace faulty parts and return removed parts to stores.
• Dockets / Job Cards - Update all documentation accurately and timely.
• Documentation - Submit all required forms and claims on time.
• Training - Complete required training within deadlines.
• Knowledge Sharing - Access and familiarize with online knowledge documentation.

Your expertise :

• 1 year of practical in-service delivery and desktop support.
• Experience in mobile device support.
• Experience in network support.

Qualifications required :

• National Senior Certificate (Matric)

Qualifications preferred :

• MCSE or Microsoft equivalent

Additional information :

• Fixed Term Contract
• Location: Secunda
• Work environment: Office-bound
• Physical demands include bending, sitting, lifting, and driving.
• Travel required; car necessary.

Why work for us?

If you wonder if there's more to life than work, discover a journey embracing excellence without compromise. Join iOCO Infrastructure Services (iOCO IS), where we deliver outstanding client experiences through innovative IT infrastructure solutions, helping clients conquer their business challenges. We are challengers, disruptors, and innovators, committed to client satisfaction and fostering a vibrant community of professionals. We prioritize diversity and give preference to previously disadvantaged groups to meet our EE objectives.