Field Service Engineer

SUMMARY:
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.

POSITION INFO:
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