Field Service Engineer at Sanlam Group

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 require

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 repairs
• Reporting and Administration
• Services Knowledge
• Problem Tracking tool
• Technologies
• Personal Attributes
• Communicates effectively - Contributing dependently
• Decision quality - Contributing dependently
• Action orientated - Contributing dependently
• Optimises work processes - Contributing dependently