Field Support Engineer I

Shoprite Group of Companies; Centurion; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Shoprite Group of Companies is seeking a Field Support Engineer I to provide IT incident support for client computer systems. You will deliver on-site and remote assistance for low to medium complexity issues, coordinate with internal teams, and ensure timely resolution of escalations across campuses, stores and DCs.

You will travel long distances, including weekends and holiday shifts, to support clients on-site, applying strong customer service and practical hardware/network troubleshooting

Job description

The purpose of the Field Support Engineer I is to provide technical support on IT incidents related to the client computer system. This includes on-site or remote support to resolve technical incidents of low to medium complexity as per service standards and timelines. This role also collaborates and coordinates incident solutions with various internal stakeholders, and ensures third-party escalated incidents are resolved within established timelines. Furthermore, this role leverages basic IT hardware and networking knowledge to troubleshoot, install, assemble and configure IT computer systems within the specified area of support (Campus, projects, stores and DCs) that enable business and end-user efficiency. This FSE role is service oriented, applying good client etiquette to related client engagements, ensuring client satisfaction with the overall technical support service, providing timeous feedback on all stages of resolving incidents, and advising clients on the best use of their IT equipment.

This role often requires driving long distances, including weekend and holiday shift work, to support clients on-site.