Field Service Agent

2 weeks ago

East London, South Africa Ulwembu Business Services Full time

_**Please ensure that you answer all pre-screening questions fully & accurately.**_
- **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 swap-out 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 part-take - 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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