Field Service Engineer

PURPOSE:

The purpose of this role is to provide onsite and remote end-user desktop support, and support various makes and models of card readers in accordance with the Merchant operational standards and service-level agreements.

FORMAL EDUCATION:

• Grade 12
• IT Degree/Diploma

EXPERIENCE:

• 2–4 years’ experience in IT support, including:
• Desktop and laptop support (advantageous)
• Hardware and software troubleshooting (advantageous)
• Basic network troubleshooting (advantageous)
• Peripheral support (printers, scanners, card readers

TECHNICAL / LEGAL CERTIFICATION

• CompTIA A+
• CompTIA N+
• ITIL v3 Foundation Certification (advantageous)
• Relevant OEM/Manufacturer Certifications (advantageous)

Key Performance Areas:

• End user support - Resolve logged incidents as per client contract
• Deliver customer service - Communicate, dress, and display positive attitude
• Quality incident resolution - Ensure incident is resolved on first contact within SLA
• Compliance to pending rules - Ensure compliance to pending rules is followed
• Quality data input - Ensure that data captured on Resolve IT incident/task is accurate and according to ITIL standards
• Preventative maintenance - Identifies possible risks and reports to Team Lead
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Adhere to policies as per corporate manuals and directives.
• Pre-installation audits - Ensure pre-installation audits conducted and maximum optimization of printers achieved
• Compliance - Ensure compliance to relevant client checklist/SOP
• Utilization of Resolve IT - Ensure closure of tasks/incidents on Resolve IT in real time
• Comply to Company processes/policies
• Manage operational expenses and accurate recording of related items (travel, Cellphone, overtime, standby, leave)
• Manage tools of trade (Gijima assets) e.g. Cellphone, IPAD,
• Standby and overtime may be required on an AD Hoc Basis

Other Requirements:

• Valid Driver’s license must be code B
• Must have a reliable vehicle suitable for travel to client sites
• Vehicle Mileage should not exceed 150 000 km
• Vehicle age should be no less than 10 years old
• Must have demonstrated driving ability for 5 years or more
• Clear criminal record
• Ability to work productively with minimal supervision
• Good communication and customer service skills
• Exceptional Troubleshooting skills
• Understanding of tools and grasping new technology needed to complete repairs