Field Service Engineer

2 weeks ago

Cape Town, South Africa Sanlam Full time

Who are we?

Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance and risk orchestrator for technology across Sanlam.

What will you do?

Provide End User Support for End Point Devices(Remote and Face to Face Support) at the Sanlam Major Sites according to the agreed Client Service SLA. This will include the effective support of Incidents, Requests and Service Requests(SRS). Ensure maximum uptime and productivity for all users(Minimum downtime/impact for users as result of IT issues and requests within SGT’s control)

What will make you successful in this role?

Assist users with day to day IT issues Providing End User Support to End Users Quality Incident Resolution Regular and timeous feedback to user on the progress of outstanding incidents, requests and SRS's(Verbally and including updating of the relevant Incident, Request or SRS on the Call Ticket System) Assist to get new users operational on End User Devices as per the Requests from Business Ensure that all Software is working correctly before handing over a new workstation to the End Users Troubleshooting Application issues including MS Teams and MS Office Escalating issues that cannot be resolved timeously  Updating and concluding incidents, requests and Service Requests on the CA and SRS system within the agreed SLA Provide Remote support to End Users (Including WFH users)  Managing and supporting incidents logged within SLA agreements  Provide feedback and update outstanding Open incidents and requests logged on CA Providing First Line Support diagnosis and support for Output Device services  Contribute to the End User Knowledge Base Escalating re-occurring incidents and providing input to the End User Problem Management Forum Ad Hoc assistance with Projects and Application Releases if and when required

Qualification & Experience

Qualification:

Matric ITIL(V3/4) Relevant OEM Certification Relevant Hardware Certification Relevant MS Certification

Experience:

3 - 4 Years experience in IT software and hardware, Desktop and Laptop support Basic Knowledge of Active Directory and SCCM Basic knowledge of ITIL practices M365 Web Browser(Chrome, MSEdge & IE) Zscaler Anti-Virus Software Basic Operating System knowledge Output Device Support Team Viewer Basic Network Troubleshooting skills Service Management and Call Ticketing systems(Eg. CA Unicenter and BMC)

Knowledge and Skills

Computer installation and repairsReporting and AdministrationServices KnowledgeProblem Tracking toolTechnologies

Personal Attributes

Communicates effectively - Contributing dependentlyDecision quality - Contributing dependentlyAction orientated - Contributing dependentlyOptimises work processes - Contributing dependently

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

Cultivates innovation - Contributing dependentlyCustomer focus - Contributing dependentlyDrives results - Contributing dependentlyCollaborates - Contributing dependentlyBeing resilient - Contributing dependently

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. 

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