Field Service Engineer – CBFSE at Armstrong Appointments

Duties will include but not limited to:

• Reviewing tickets and requirements on Autotask Service Desk
• Ensuring Autotask is updated on ticket progress
• Ensuring tickets are completed timeously
• Ensuring a summary of work done is always given on the ticket
• Ensuring after each ticket is complete  and that the feedback form has been sent to
• the client
• Ensuring all platforms are authenticated daily
• Identify the types, categories, severity, and urgency of the ticket.
• Building sustainable relationships and trust with customer through open and
• interactive communication
• Attending daily stand-up and report on project progress reports and to discuss
• product features
• Remote support on array of hardware & support systems
• Details Resolution summary
• Escalation management
• Accurate time logging
• Client support
• Using the best electronic means available (ticket system, monitoring, remote, email,
• telephone or Team)
• Promote and foster good working relationships with direct team and clients Resolve
• issues or escalate t, but keep follow up until issue resolved
• Assisting clients on site with any queries that come through
• Effectively troubleshooting software/hardware issues that arise
• Installing, configuring, testing, maintaining, monitoring, and troubleshooting end user
• and network hardware, peripheral devices, printing/scanning devices, presentation
• equipment, and other products
• Communicate with clients to determine needs and explain complex issues
• Liaising with third party vendors when required
• Researching any issues that cannot be resolved to find a solution
• Continuously communicating with the client on any delays or feedback

Qualifications:

• Matric plus Diploma in Computer Science / Information Systems or engineering
• Min 3 years relevant working experience as a Field Service Engineer in the ICT space
• Must have own vehicle and driver’s license
• Excellent communication skills
• Exceptional client services experience
• Detailed orientated
• Computer literate
• Well experience hardware and software