Field Service Technician

2 weeks ago

Roodepoort, South Africa Fidelity Services Group Full time

**Position Title**:ICT Field Service Technician **Division**:ICT Services

**Reports to**:ICT Field Service Manager **Business Unit**: ICT

**Primary Objective**:
We are looking to hire an experienced Senior Field Service Specialist to look after the service and maintenance needs of our internal customers in the Port Elizabeth Area. As a Senior Field Service Specialist, you will be required to travel to various support locations, install new equipment, respond to service requests, troubleshoot equipment issues, and provide technical training on company equipment as well as managing of Field Service Technicians at the various branches.

To ensure success as a Senior Field Service Specialist, you should have excellent troubleshooting skills, plenty of field experience, and the ability to adapt to a changing work schedule. Ultimately, a top-level Senior Field Service Specialist efficiently manages all service callouts, providing high-quality service and repairs for any job size.

**Specific Responsibilities**:

- Provide service and customer support during field visits or dispatches
- Manage all on site installation, repair, maintenance, and test tasks of IT / ICT assets
- Diagnose errors or technical problems and determine proper solutions
- Produce timely and detailed service reports - Feedback
- Document processes
- Operate vehicle in a safely manner
- Own transport a must
- Follow all company’s filed procedures and protocols
- Cooperate with ICT teams and share information across the organisation
- Comprehend customer requirements and make appropriate recommendations/briefings
- Build positive relationships with internal customers
- Managing of Field Service Technicians at the various branches in his or her region

**Key Result Areas**

**(KRA’s)**

**Key Performance Indicators**

**(KPI’s)**

Customer Service

Call Management

Team Management

To contribute to the achievement of the service desk team KPI’s as follows:

- First Call resolution of 90% or greater
- 97% SLA on Priority 1 Calls
- 97% SLA on Priority 2 Calls
- 95% SLA on Priority 3 Calls
- 95% SLA on Priority 4 Calls
- User satisfaction rating 90% or greater
- Motivating and assisting regional Field Service Technicians to archive there KPI’s

**PERSON SPECIFICATION**

**Qualifications**:
***One or more of the following:

- Matric Certificate
- Comptia A+ and Network+
- MCP (Microsoft Certified Professional) in a relevant area of Operating system network support
- Proven work experience as a Field Service Technician.
- ITIL Foundation - Advantageous

**Knowledge and experience**:

- 3-7 Years in a helpdesk, field support, 2 years network support or customer support roll
- The ability to work independently
- Able to demonstrate good knowledge and experience of
- PC hardware
- Networking
- Operating Systems
- Windows 7,8,8.1,10 MAC, Linux, IOS and Android
- Microsoft Office Products (2010, 2013, 2016 and O365)

**Position Specific Requirements**:

- Own reliable transport is required as the technician will be required to travel to sites for onsite support from time to time.

**General requirements**
- Standby, overtime and shift work maybe required.

**_

**_Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate._

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