Field Support Technician

ICTEngage; Pretoria; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading IT support company in Pretoria is looking for a dedicated Field Support Technician. This role involves delivering technical support services, managing help desk tickets, and ensuring optimal system performance at client locations. Ideal candidates will have CompTIA A+ and Network+ certifications along with strong communication skills in English and Afrikaans. Flexibility for fieldwork and off-hours is required.

Qualifications

• Experience in IT support with strong problem-solving skills.
• Comfortable performing on-site and remote technical support.
• Self-motivated and detail-oriented, capable of independent work.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for hardware and software issues.
• Monitor, manage, and resolve help desk tickets.
• Conduct routine maintenance and inspections at customer sites.

Skills

Technical Proficiency in Windows Desktop support

Strong verbal and written communication in English

Ability to manage help desk tickets

Education

CompTIA A+ certification

CompTIA Network+ certification

Tools

Microsoft 365

Job description

Role Overview

We are seeking a dedicated and technically proficient Field Support Technician to join our dynamic IT support team. This role is pivotal in delivering Tier 1 and Tier 2 technical support services to our clients, both remotely and on-site. The ideal candidate will possess a strong foundation in IT support, excellent problem-solving skills, and a commitment to providing exceptional customer service.

Key Responsibilities

• Technical Support: Provide Tier 1 and Tier 2 support for hardware, software, and network issues, ensuring timely resolution both remotely and on-site.
• Help Desk Management: Monitor, manage, and resolve help desk tickets efficiently, maintaining accurate records of issues and solutions.
• Equipment Handling: Manage stock collections and perform installations of IT equipment at client sites.
• Site Maintenance: Conduct routine maintenance and inspections at customer sites to ensure optimal system performance.
• Documentation: Maintain comprehensive documentation of customer site configurations, support activities, and technical procedures.
• Issue Escalation: Identify and escalate complex technical issues to Tier 3 support or management as necessary.
• Additional Duties: Undertake any other reasonable tasks or projects as required to support the IT operations.

Preferred Skills & Attributes

• Technical Proficiency: Experience in Windows Desktop support environments.
• Certifications: Possession of CompTIA A+ and Network+ certifications.
• Software Knowledge: Familiarity with Microsoft 365 and email systems.
• Communication Skills: Strong verbal and written communication abilities in both English and Afrikaans.
• Licensing: Valid driver's license is mandatory.
• Personal Attributes: Self-motivated, detail-oriented, and capable of working independently or collaboratively within a team.

Additional Information

• Travel Requirements: Regular travel to client sites is required; candidates must be comfortable with fieldwork.
• Work Schedule: Flexibility to work outside standard business hours when necessary to address critical issues.