Field Services Engineer II at Shoprite Group of Companies

Job Objectives
Incident Management

• Respond to and resolve incidents involving end-user and store devices within SLA timelines.
• Provide second-line telephonic and remote support.
• Escalate unresolved issues and manage user expectations professionally.

Device Setup and Configuration

• Install, configure, and maintain endpoint devices including desktops, POS systems, and peripherals.
• Reload and configure software on endpoint devices.
• Ensure data integrity and security during installations and updates.

Infrastructure Coordination

• Manage third-party vendors for cabling, UPS, voice, data, and endpoint installations.
• Coordinate new store openings and IT infrastructure rollouts.
• Liaise with business units to schedule maintenance and installations.

Network and Cabling

• Install and test IT network infrastructure including cabling and network points.
• Maintain and update hardware and network reports.

Professionalism and Confidentiality

• Maintain a professional appearance and attitude; engage effectively at all organisational levels.
• Uphold confidentiality, especially when working in executive environments.

Required Skills and Attributes

• Strong troubleshooting and problem-solving skills.
• Effective verbal and written communication.
• Ability to work under pressure and manage multiple priorities.
• Detail-oriented with a commitment to service quality.
• Willingness to travel and work flexible hours as needed

Qualifications

• Certifications in IT support or networking (e.g., CompTIA A+, CompTIA N+, Cisco) are advantageous

Experience

• Experience with endpoint device installation and network infrastructure. 
• Minimum of 2–3 years in IT field support or a similar role