Field Support Engineer
IOCO
Johannesburg, South Africa
5d ago
source : Executive Placements

The Role :

Essential functions :

  • Call Updating - To ensure that all calls are updated daily with meaningful comments and that correct call update templates are used and completed fully on all calls.
  • Asset input - To ensure that all assets are correctly entered into the system.Â
  • User Satisfaction - To ensure that the user is satisfied with the service provision.
  • Meet SLA Requirements - To repair identified problems to meet average contractual SLA requirements.
  • All calls which can be resolved remotely is redirected back to the remote support team.
  • Productive Call Rate - To ensure that the agreed upon number of calls are resolved per day.Â
  • Productive Time - Maintain productivity of >
  • 75%.

  • Instruments - To ensure that all company equipment are kept in good condition at all times (Desktop PC, Tablet / Charger / Cover).
  • Closure Codes - To ensure that correct closure codes are used.
  • Work Flows - Adherence to Call Management System / any assisted tool used workflows.
  • Call Ageing - Ensure that no calls have aged past the agreed upon number of days and those which have, are escalated to ensure closure.
  • All calls to be regularly updated correctly with relevant details.
  • Problem-Solving - To listen and probe user problems, to accurately interpret cause and to resolve problem by following correct technical routines.
  • Repeat Calls - To limit the number of recurring calls.
  • HR Policies and Procedures - To ensure that all HR Policies and Procedures as well as BU Specific procedures are adhered to, e.
  • g. house rules, timekeeping, housekeeping and dress code, etc.Â

  • Faulty Hardware - To ensure that all faulty parts are replaced and that parts removed are returned to stores.
  • Dockets / Job Cards - To ensure that all dockets / job cards are updated correctly with relevant details, within deadline provided.
  • Documentation - To ensure that all forms required for processing are submitted on time.
  • Expense claims / Leave / Standby / all other documentation.
  • All travel claim information to correspond with calls assigned to individual in Call Management System.
  • Training - To ensure that training is completed during required deadlines.Â
  • Knowledge Sharing - FSE to ensure that he / she has access and familiarizes themselves to all online knowledge documentation and ways of work.
  • Skills and Experience :

    Essential Qualification :

  • National Senior Certificate
  • A+ N+
  • MCSE or Microsoft Equivalent
  • Preferred Qualifications :

  • Mobility Support qualificationÂ
  • Soft Skills
  • Experience required :

  • 5 Years practical in-service delivery; desk top support.
  • Experience in mobile device support
  • Experience in Network SupportÂ
  • Role Objective : To provide comprehensive deskside support to all EOHMS Contractual clients within the Operational Level agreement.
  • Other : Work environment :

    Work environment :

  • Office Bound
  • Physical demands :

  • Will spend a lot of time walking to and from clients.
  • Travel to the residences of Sasolâ??s executive members and provide home support.
  • Travel :

  • Traveling to do home support for the executives, Sasol will accommodate with a driver due to security reasons.
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