Field Support Engineer

2 weeks ago

Cape Town, Western Cape, South Africa Shoprite Full time

Purpose of the Job

  • Incident Management of end user and store devices
  • To set-up, configure, and install end point devices, such as desktops and POS
  • Manage infrastructure vendors, such as cabling, UPS, Voice, Data, end point installations
  • Manage the new store opening process

Job Advert Details Job CategoryIT Job Objectives

Incident management of end user and store devices:

  • Reported incidents must be resolved or a work around found within agreed Service Level Agreement (SLA)
  • Understand and adhere to the different levels of authority of users and accompanying SLA's (e.g. executives get immediate assistance; users can be given up to 4 hours to resolve, etc.)
  • Second Line telephonic user support
  • Remote support by dialing into end point, such as desktop of store device
  • Visit with user or site to resolve issue
  • Take ownership of problems and progressing problem resolution
  • Providing advice or training to users about the systems' functionality, correct operation or constraints, devising work-arounds, correcting faults
  • Escalate unresolved issues
  • Manage user expectations

To set-up, configure, and install end point devices, such as desktops and POS:

  • Installation and configuration of new end point devices, such as PCs, POS
  • Reloading and configuration of software end point devices
  • Ensuring integrity and security of user or end point data
  • Installation and configuration of peripherals, such as printers
  • Adhere to installation standards and configurations
  • Update relevant system, such as Remedy, Spectrum, SCCM

Manage infrastructure vendors, such as cabling, UPS, Voice, Data, end point installations:

  • Liaise and Manage Third Party vendors to perform installations or maintenance
  • Liaise and schedule appropriate time slots with business to perform maintenance
  • Comply and ensure standards are enforced
  • Servicing of end point devices and peripherals
  • Install and configure end point devices as part of rollout projects

Manage the new store opening process:

  • Engage and understand business requirements for new site requirements
  • Ensure relevant IT Equipment is ordered
  • Ensure software installations of IT equipment are included in Staging schedule
  • Plan and facilitate installations of third party services
  • Escalate any delays of scheduled installations
  • Provide regular progress updates of site installations
  • Installation and configuration of store end point devices
  • Manage new store opening process end to end and assist with installations

Qualifications

  • Matric
  • A+ or N+ Certification
  • MCSE certification

Experience

  • 2-3 Years in IT Field Support

ADDITIONAL REQUIREMENTS:

  • Code 8 driver's license
  • Possession of a valid passport
  • Must be able to travel vast distances and be away from home for periods at a time

Knowledge and Skills

  • G Suite, such as Gmail, Sheets, Docs, etc.
  • Microsoft products such as Windows, Office suite etc.
  • Networks topologies, support, and setup thereof
  • TCP/IP Networking

Adapting & Coping:

  • Adapting and Responding to Change
  • Coping with Pressures and Setbacks

Supporting and Co-operating:

  • Working with People
  • Adhering to Principles and Values

Analysing and Interpreting:

  • Writing and Reporting
  • Applying Expertise and Technology
  • Analysing

Organising & Executing:

  • Planning and Organising
  • Delivering Results and Meeting Customer Expectations
  • Following Instructions and Procedures

Leading and Deciding:

  • Deciding and Initiating Action

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