Field Support Engineer

Description:

Seeking More Than Just a Job? Embrace a New Chapter with iOCO Infrastructure Services. We are a leading (industry/sector) company looking for a highly skilled and motivated Field Support Engineer to join our technical support team. As a Field Support Engineer, you will be the face of our company, providing on-site support and technical assistance to our clients. If you have a strong technical background, excellent problem-solving skills, and enjoy working in a dynamic field environment, we encourage you to apply.What you’ll do: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 provisionMeet SLA Requirements - To repair identified problems to meet average contractual SLA requirements.All calls which can be resolved remotely are 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 > 75%.Instruments - To ensure that all company equipment is 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 are to be regularly updated correctly with relevant details.Problem-Solving - To listen and probe user problems, accurately interpret causes, and resolve problems 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 the 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 individuals in the Call Management System.Training - To ensure that training is completed during required deadlines.Knowledge Sharing - FSE to ensure that he/ she has access to and familiarizes themselves with all online knowledge documentation and ways of work.Your Expertise:1 Year practical in-service delivery; desktop support.Experience in mobile device support.Experience in Network Support.Qualifications Required:National Senior Certificate (Matric)A+N+MCSA or Microsoft EquivalentOther inform