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Field Services Engineer II

Field Services Engineer II

Shoprite Group of CompaniesZA
30+ days ago
Job description

Job title : Field Services Engineer II

Job Location : Western Cape,

Deadline : September 28, 2025

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Job Objectives

Incident Management of End-User and Store Devices :

  • Effectively manage and resolve reported incidents within agreed-upon Service Level Agreements (SLA).
  • Understand and adhere to user authority levels and corresponding SLAs (e.g., immediate assistance for executives; up to 4 hours for general users).
  • Provide second-line telephonic and remote support by accessing endpoint devices directly.
  • Physically visit sites to troubleshoot and resolve user issues as necessary, ensuring quality of service delivery.
  • Take ownership of problems, progressing towards resolution and providing advice or training to users about system functionality.

    • Setup, Configuration, and Installation of Endpoint Devices :

  • Responsible for the installation and configuration of new endpoint devices (e.g., desktops, POS systems).
  • Reload software as needed on PCs and store endpoint devices while ensuring data integrity and security.
  • Install and configure peripherals such as printers, adhering to established installation standards.

    • Vendor and Infrastructure Management :

  • Liaise and manage third-party vendors for installations and maintenance, ensuring compliance with established standards.
  • Assist with servicing endpoint devices and peripherals as part of ongoing support and installation projects.

    • New Store Opening Process :

  • Engage with stakeholders to understand business requirements for new site layouts and assist in planning installations of third-party services.
  • Manage communications regarding site installations and escalate issues as necessary.
  • Ensure the installation and configuration of store endpoint devices and coordinate vendor support for Voice, Data, and wireless installations.

    • Qualifications

  • Degree / Diploma in IT, Software Development, Information Systems, Systems Support, or related field (essential).
  • A+, N+, or MCSE certification or relevant industry qualification (essential).

    • Experience

  • 3 years of experience in an IT Field Support role or equivalent, with a strong focus on retail environments (essential).
  • Solid technical knowledge and experience with systemic problem analysis and resolution practices (essential)
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