Field Engineer at AVI Limited

Key Areas of Impact:

• Develop strong interpersonal and technical skills sets for career growth
• To contribute to the overall achievements of the required SLA by maintaining agreed personal targets
• Maintaining customer service standards by answering all call tickets promptly, remaining courteous and professional at all times
• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, and other products
• Takes ownership of user problems. By performing on-site analysis, diagnosis, and resolution of complex hardware problems for a variety of end users, and recommend and implement corrective solutions, including off-site repair as needed
• Ensures that IT assets via management hardware are kept accurate and up-to-date, with necessary patch levels
• Develop strong partnerships to gather and share knowledge with team members, colleagues, users and other technical groups
• Escalate any problems/potential issues to direct line management
• Document instances of hardware failure, repair, installation, and removal
• Conduct research on, and make recommendations for, hardware products in support of procurement and development efforts
• Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations
• Be able to work with external and internal teams – on projects
• Liaise with, and provide training and support to, end users and staff on equipment operation and other issues
• Ensures that when necessary service tickets are appropriately escalated to the relevant department and managed
• Maintains OLA’S with the various user departments and enterprise 3rd parties. Raise issues when resolution is not moving forward inside the appropriate timeframe
• Maintains service level agreements
• Raise P1 incidents immediately to Incident Manager and to ensure effective communication
• Identify and learn appropriate software and hardware used and supported by the organization
• Awareness of SLA (Service
• Interact with suppliers e.g. Nashua, Xirox etc.
• Attention to detail, understand instructions and follow accordingly

What It Takes to Succeed:

Experience that set you up for success:                       

• 5 to 8 years working experience in a similar Field Engineering role
• At least 5 years’ experience in hardware equipment support experience with HP and Dell
• At least 5 years’ experience supporting handheld devices and tablets such as iPhones and iPads
• 3 years’ experience dealing with Executives in a corporate environment
• Reliable vehicle
• Able to standby every 7 weeks

Qualifications & Certifications that will contribute to your success:

Essential:

• Matric/Grade 12
• A+ Certificate
• N+ Certificate
• MCSA or MCSE

Advantageous:

• Diploma in IT
• CompTIA
• Networking

Additional Requirements that will enhance your impact for success:

• Must be prepared to be temporary re-assigned and/or promoted due to extended illness, personal emergency or business necessity
• Experience supporting handheld devices and tablets such as iPhones, iPads and MacBooks
• Technical knowledge of corporate, networking and other hardware including ADSL, 3G, HSDPA
• Comprehensive hands-on hardware troubleshooting experience
• Extensive hardware equipment support experience with HP and Dell
• Working technical knowledge of current network protocols, operating systems, software, and standards
• Ability to operate tools, components, and peripheral accessories
• Able to read and understand technical manuals, procedural documentation, and OEM guides
• Ability to conduct research into hardware products and issues as required
• Vid-con and boardroom checks
• Able to work standby every 6 weeks’