SUMMARY:
We are looking for a Field Support Engineer with a minimum of 5 years of desktop support experience to provide high-quality technical assistance and ensure customer satisfaction. In this role, you will be responsible for updating and managing service calls, meeting SLA requirements, troubleshootin...
POSITION INFO:
We are looking for a Field Support Engineer with a minimum of 5 years of desktop support experience to provide high-quality technical assistance and ensure customer satisfaction. In this role, you will be responsible for updating and managing service calls, meeting SLA requirements, troubleshooting and resolving hardware/software issues, and ensuring assets and equipment are maintained in good condition.Â
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 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 >75%.
- 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.
Knowledge Sharing - FSE to ensure that he/ she has access and familiarizes themselves to all online knowledge documentation and ways of work.
Your Expertise:
- Minimum 5 years desktop support experience.
- Good communication skills and fluent in English verbally and written.
- Some server and network support experience (advantage).Â
- Self-sufficient.Â
Qualifications:
- International MCSE qualified or international equivalent
- A+
- N+
- ITIL Foundation V3
- Soft skills
- Mobile Technology certifications
- Some server and network support experience
- Azure
- AD
Other information applicable to the job:
- Location: Cape Town
- Work environment: Office BoundÂ
- Physical demands: The physical demands of the job, including bending, sitting, lifting and driving
- Travel: Traveling might be required. Reliable car and Valid Driver’s license are required.
Why work for us?
If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.
You've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires.
At our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.
iOCO is an equal opportunity employer with an obligation to achieve its own unique EE objectives in the context of Employment Equity targets. Therefore, our employment strategy gives primary preference to previously disadvantaged individuals or groups.
