End-User Support â?? Jnr. Field Support Engineer (Secunda)
IOCO
Secunda, South Africa
4d 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.
  • 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
  • Remote or Telephonic Resolution - To ensure that all calls are handled by the Remote Support team prior to being redirected to a Site FSE.
  •  Site FSE to ensure that 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 always kept in good condition (Desktop PC, Tablet / Charger / Cover)
  • Closure Codes - To ensure that correct closure codes are used
  • Workflows - 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.

  • 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 claims information to correspond with calls assigned to individual in Call Management System

  • Training - To ensure that training is completed during required deadlines.
  • Skills and Experience :

    Qualification Preferred education and experience :

  • A+, N+
  • Mobility Support
  • Soft Skills
  • Experience â?? Preferred :

  • 1 - 2 years practical in-service delivery; desk top support; generalist
  • Experience in mobile device support
  • Network Support
  • Other : Physical demands :

    Physical demands :

    Physical demands will include a small percentage of carrying, driving and walking.

    Travel :

  • Travel is required for training and to perform end-user support duties
  • Valid Driverâ??s license and own, reliable transport - Essential
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