It Field Support Engineer - Isipingo, South Africa

Brilliant Computers; South Africa; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Brilliant Computers is seeking an experienced Technology Engagement (TE) / IT Field Support professional to provide high-quality on-site IT support across multiple physical sites. The role focuses on delivering reliable IT services and excellent end-user experiences, with hands-on responsibility for core infrastructure and executive support.

The ideal candidate has 7–10 years in IT field support or related environments, strong service management knowledge, and the ability to collaborate with

Qualifications

• Minimum 7–10 years of relevant IT experience.
• Experience in end-user support and IT infrastructure operations.
• Proven ability to support users across multiple physical locations.
• Experience supporting senior leadership meetings, conferences, and events.
• Strong knowledge of IT service management, incidents, requests, and asset management.
• Understanding IT Service Continuity, business continuity, SLAs, and metrics.
• Experience with IT procurement, PO management, and tracking.
• Excellent communication and customer service skills.
• English as primary working language; local language proficiency also required.
• Ability to work with global and local teams.

Responsibilities

• Deliver a first-class IT user experience across all sites.
• Provide on-site support for core IT infrastructure and end-user technology.
• Drive adoption of digital collaboration tools to boost productivity.
• Assist end users to minimize external support dependency.
• Maintain IT Service Continuity Plan aligned with local needs.
• Execute Service Continuity Plan to ensure resilience.
• Support executive and senior leadership meetings and events.
• Collaborate with global teams to assess local tech impact.
• Participate in service reviews with providers to improve performance.
• Manage routine IT support: incidents, service requests, assets, and end-user support.
• Follow IT policies and governance framework.
• Provide business continuity support per defined SLAs and metrics.
• Manage and track Purchase Orders.
• Prepare and distribute IT communications.
• Maintain documentation and update on service performance.

Skills

End-user support

IT infrastructure

Executive support

Service management

PO management

Communication skills

Independent worker

English language

Local language

Job description

Job Description

Job Summary

We are looking for an experienced Technology Engagement (TE) / IT Field Support professional with a minimum of 7–10 years of experience to provide high-quality IT support across physical sites and ensure an excellent technology experience for end users.

The successful candidate will act as the hands and eyes on-site for core IT infrastructure and end-user support, working closely with local, regional, and global technology teams to maintain reliable IT services, support business operations, and drive continuous improvement.

Key Responsibilities

• Deliver a first-class IT user experience across all assigned physical sites.
  
• Provide on-site support for core IT infrastructure and end-user technology.
  
• Drive the adoption and effective use of digital collaboration technologies to improve productivity and connectivity.
  
• Support end users in effectively utilizing available technology and minimize dependency on external support partners.
  
• Maintain and align the IT Service Continuity Plan with local operational requirements.
  
• Execute the IT Service Continuity Plan when required to maintain service resilience and business continuity.
  
• Provide IT support for executive and senior leadership meetings, conferences, and events, in collaboration with relevant technology teams.
  
• Partner with global technology teams to assess the local technical impact and applicability of technology solutions.
  
• Participate in service reviews with internal and external service providers to monitor performance, resolve issues, and drive continuous improvement.
  
• Manage routine IT support activities, including:
  
  • Incident resolution
    
  • Service requests
    
  • Hardware and software support
    
  • IT asset management
    
  • End-user support
    
• Operate within the organization's Technology Engagement governance framework and follow established IT policies and procedures.
  
• Provide business continuity support in accordance with defined SLAs and service performance metrics.
  
• Manage and track Purchase Orders (POs) to support financial control and operational efficiency.
  
• Prepare, translate, and distribute IT-related communications and updates to end users as required.
  
• Maintain accurate documentation and provide regular updates on IT service performance and outstanding issues.
  
• Collaborate with internal teams, vendors, and external service providers to ensure effective delivery of IT services.
  

Requirements

Required Qualifications & Experience

• Minimum 7–10 years of relevant IT experience, preferably in IT field support, technology engagement, infrastructure support, or enterprise IT environments.
  
• Strong experience in end-user support and IT infrastructure operations.
  
• Proven experience supporting users across multiple physical locations.
  
• Experience supporting senior leadership, executives, meetings, conferences, and corporate events.
  
• Strong knowledge of IT service management, incident management, service requests, and asset management.
  
• Experience working with internal and external technology service providers.
  
• Understanding of IT Service Continuity, business continuity, SLAs, and service performance metrics.
  
• Experience with IT procurement, PO management, and tracking.
  
• Strong troubleshooting and problem-solving skills.
  
• Excellent communication and customer service skills.
  
• Ability to work independently while collaborating effectively with global and local teams.
  
• English must be the primary working language.
  
• Proficiency in the local language is also required.
  
• Ability to communicate effectively with both technical and non-technical stakeholders.
  

RequirementsPhysical onsite assistance to enable remote troubleshooting and remediation. Console connectivity to network devices (switch/router/firewall) as instructed by the Remote Support Team. Providing physical access support to the Remote Support Team (e.g., opening racks, locating devices/ports, power cycling per instruction). Visual verification and reporting (LED status, link status, alarms, fan/power status, cabling condition). Engineer must have basic understanding of network devices sufficient to: Identify network equipment types, ports, power supplies, uplinks, and patch panel layouts. Follow remote instructions accurately (step-by-step) without deviating from approved runbooks. Perform basic checks: link lights, port mapping verification, cable reseat, label verification. Network Device Rack & Stack Rack mounting/unmounting of network devices per site rules and safety practices. Patch and dress cables to basic professional standard (as instructed). Coordinate with Remote Support Team for post-install verification. Basic Configuration Perform basic level initial actions (only as instructed by the Remote Support Team), such as: Connecting console and granting remote access session (screen share/terminal access where applicable). Executing clearly provided command steps (copy/paste) when approved. Applying basic baseline actions (e.g., set management IP/VLAN) only when explicitly instructed and approved.