Field Service Agent

2 weeks ago

East London, Eastern Cape, South Africa Ulwembu Business Services Full time
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Please ensure that you answer all pre-screening questions fully & accurately._
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Knowledge and Experience_

Education:

  • A+ certification
  • N+ certification
  • MCSE or MCITP
  • ITIL Foundation an advantage

Experience & Skills:

  • Minimum of 2 years relevant experience within an IT Support environment
  • Previous experience within networking support, software and hardware support essential
  • Good working knowledge / demonstrated ability of elimination processes in order to accurately determine cause of system failure

Detailed Description of Tasks:

  • Provide physical 1st level support and diagnostics, assisting the Service Desk Agent's (SDA's), 2nd Level Experts's (2LE's) and 3rd Level Experts (3LE's)
  • Perform 1st Level Diagnostics in cases where the SDA's cannot
  • Assist with answering the phone during busy or peak periods and after hours in a professional manner
  • Provide remote support to the SDA's and 2LE's
  • Fulfil the role of SDA (IC as well) during busy / peak periods after hours and over weekends
  • Build new workstations, laptops, printers and any other required hardware configuration that is not covered by other contracts
  • Conduct swapout of existing workstations, switches, notebooks, printers, monitors and any other physical component required during service restoration
  • Upgrade workstations, laptops and other hardware, as required, in line with existing maintenance contracts
  • Restore operating systems on workstations and laptops including Fids machines
  • Conduct Fids rounds according to the agreed schedule to ensure effective operation of the Fids Infrastructure
  • Conduct an effective handover at the beginning and end of each shift, ensuring that no incidents are dropped, neglected, forgotten or poorly managed
  • Ensure that entries captured into ITSM are accurate paying particular attention to the description, journal entries and resolution fields
  • Ensure attention to detail when selecting the correct Services, categories and sub categories
  • Provide regular and timeous feedback to customers, SDA's and 2LE
  • Ensure adherence to all client's policies, process, standards and procedures
  • Ensure compliance to IT security standards and best practice
  • Respond timeously to customer queries and always provide feedback
  • Actively find ways to improve customer service
  • Provide customer service as per agreed SLA's and/ OLA's
  • Constantly ensure that reference numbers are provided to customers / users when logging an incident
  • Consistently conduct oneself in a professional, polite and technically sound manner
  • Constantly speak coherently utilizing telephone etiquette techniques
  • To parttake in some cases lead the relevant processes and supporting documentation relating to the quality system
  • Understanding and following the procedures and standards of the ISO 9001:2015 quality system
  • Maintaining the high standard of documentation with the QMS boundaries
  • Ensures all relevant output documentation is saved and archived as per the standards
  • Identifies areas of improvement where relevant
  • Assist in performing all tasks necessary to achieve the organization's mission and helps execute staff succession and growth plans
  • Provide best quality in all deliverables to our clients, follow guidelines of the existing quality management system ISO 9001:2015 on a continuous basis and take the aspects of quality into consideration in the day to day deliverables of work conducted.

Education:

  • Diploma (required)

Experience:

- working within an IT Support environment: 3 years (required)
- networking support, software and hardware support: 3 years (required)

License/Certification:

  • A+ (required)
  • N+ (required)
  • MCSE, MCITP or similar (required)
  • ITIL Foundation (preferred)

Ability to Commute:

  • East London, Eastern Cape (required)

Ability to Relocate:

  • East London,

Eastern Cape:
Relocate before starting work (required)

Application Deadline: 2024/03/08

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