Field Service Engineer at Sanlam Group

What will you do?

• Responsible for performing onsite hardware, software and peripheral updates and repairs in an organisation.  Responsible for troubleshooting and repairs of computer systems and peripheral equipment located throughout the organisation.
• May include LAN installations, upgrades and repairs. May maintain an adequate spare parts inventory of systems, subsystems and component parts used in repair work. Prepares progress reports for all work performed.

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 users on the progress of outstanding incidents, requests and SRS (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 Call Ticket 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 the Call Ticket System
• 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

Qualification

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

Experience

• 3 - 4 Years experience in IT software and hardware, Desktop and Laptop support

Knowledge

• Active Directory and SCCM
• ITIL practices
• M365
• Web Browser (Chrome, MS Edge & IE)
• Zscaler
• Anti-Virus Software
• Basic Operating System knowledge
• Output Device Support
• Team Viewer
• Basic Network Troubleshooting skills
• Service Management and Call Ticketing systems (BMC)

Knowledge and Skills

• Computer installation and repairs
• Compliance monitoring and reporting
• Information Reporting
• Problem Tracking Tools
• Computer Operations