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

The Role :

We are recruiting a Field Support Engineer with a practical in-service delivery and desktop support experience of 1 year to join our team in Secunda.

This is a fixed term contract. Please make sure that you are willing to work on a contract opportunity before you apply below.

Role Objective :

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

Skills and Experience :

Essential Qualification :

  • National Senior Certificate
  • Preferred Qualifications :

  • MCSE or Microsoft Equivalent
  • Experience required :

  • 1 Year practical in-service delivery; desk top support.Â
  • Experience in mobile device support
  • Experience in Network Support
  • Key Accountabilities :

    Duties / Responsibilities :

  • 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.
  • 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.
  • Productive Time - Maintain productivity of >
  • 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 Â
  • 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.

  • 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.
  • Â 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.
  • Knowledge Sharing - FSE to ensure that he / she has access and familiarizes themselves to all online knowledge documentation and ways of work
  • Other : Work Environment :

    Work Environment :

  • Office BoundÂ
  • Physical Demands :

  • The physical demands of the job, including bending, sitting, lifting and driving.
  • Travel :

  • Traveling will be requiredÂ
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