Field Service Engineer

FORMAL EDUCATION:

• Grade 12

EXPERIENCE:

• 4-7 years’ experience in IT software and hardware support. End User support with a troubleshooting skills and networks exposure. Understanding of Service Level Agreements

TECHNICAL / LEGAL CERTIFICATION:

• IT Diploma/certificate
• CompTIA A+
• CompTIA N+
• ITIL v3 Foundation Certification (advantageous)
• MCSE (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
• Deploy, Monitor, Repair, Support and Manage Desktop & Notebook Hardware, Manage Windows Operating Systems, Office Automation Software, Printers, Scanners, Faxes
• Setup desktop computers and peripherals and test network connections, install software for various applications and programs
• 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
• Customize desktop applications to meet Gijima standards
• Test computers to ensure proper functioning of computer systems.
• 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 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