Field Support Engineer

2 weeks ago

Pretoria, Gauteng, South Africa Ioco Full time
Yearning for More in Your Career? iOCO Infrastructure Services Invites You to Explore Possibilities.

We are seeking a Field Support Engineer to join our team and provide on-site technical support and assistance to clients or customers.

You'll play a crucial role in ensuring that clients receive timely and effective technical support, thereby contributing to the overall success of the organization.


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 callsAsset 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 requirementsAll 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 kept in good condition at all times (Desktop PC, Tablet/Charger/Cover)Closure Codes - To ensure that correct closure codes are usedWork Flows - Adherence to Call Management System/any assisted tool used workflowsCall Ageing - Ensure that no calls have aged past the agreed-upon number of days and those that 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 problems by following correct technical routinesRepeat Calls - To limit the number of recurring callsHR 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 storesDockets/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 individual in Call Management SystemTraining - To ensure that training is completed during required deadlines.


Your expertise:
1 Year practical in-service delivery; desk top support.

Experience in mobile device supportExperience in network supportQualifications required:
Required qualificationNational Senior Certificate (Matric)A+N+MCSA or Microsoft EquivalentPreferred qualification
MCSE or Microsoft EquivalentOther information applicable to the opportunity: Permanent PositionLocation: Sandton

Work Environment:
Office Bound )(Onsite)

Physical Demands:

The physical demands of the job, including bending, sitting, lifting, and drivingTravel: Traveling will be required, own transportation requiredWhy 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.

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