Field Support Engineer I at Shoprite Group of Companies

Job Objectives

End-Users

• Request DFM to create budget for desired equipment
• Procurement of equipment
• Managing and storing IT stock including quarterly stock takes 
• Co-ordinating with architects, electricians, and builders to explain IT requirements for the design of the new store and managing the time frames expected.
• Setup of users' equipment and software
• Assist users with installation and support of required applications
• Installation of IT components (e.g., additional RAM, replacing laptop HDD / Keyboard / Screen)
• Setup and configuration of printers
• Ensure Network infrastructure (Wi-Fi and LAN) available
• Managing of IT Cabling (LAN) requirements
• Work at heights
• Pull new network cables
• Terminate new points
• Meet with architects, electricians, and builders to explain IT requirements for design of new buildings
• Escalate unresolved issues to various internal business units as well as 3rd party vendors
• Assisting in the managing of insurance and warranty claims
• Manage of Remedy incidents and requests
• Ensuring SLA (Service Level Agreements) > 96%

Distribution Centers

• Request DFM to create budget for desired equipment
• Procurement of equipment
• Managing and storing IT stock including quarterly stock takes
• Setup of users
• Assist users with installation and support of required applications
• Installation of IT components (e.g., additional RAM, replacing laptop HDD / Keyboard / Screen)
• Setup and configuration of printers
• Ensure Network infrastructure (Wi-Fi and LAN) available
• Managing of IT Cabling (LAN) requirements
• Work at heights
• Pull new network cables
• Terminate new points
• Meet with architects, electricians, and builders to explain IT requirements for design of new buildings
• Escalate unresolved issues to various internal business units as well as 3rd party vendors
• Assisting in the managing of insurance and warranty claims
• Manage of Remedy incidents and requests
• Ensuring SLA > 94%

Boardrooms

• Assist users when connecting
• Escalate unresolved issues to various internal business units as well as 3rd party vendors
• Testing of boardroom equipment
• Assisting in the managing of insurance and warranty claims

Projects / Rollouts

• Request DFM to create budget for desired equipment
• Procurement of equipment
• Managing and storing IT stock
• Meet with architects, electricians, and builders to explain IT requirements for the design of the new store
• Installation, setup, and configuration of Store IT Hardware:
• POS&MM
• Back Office
• Front Office
• Network
• Managing of IT Cabling (LAN) requirements
• Work at heights
• Pull new network cables
• Terminate new points
• Update tracking reports / Provide updates
• Escalate unresolved issues to various internal business units as well as 3rd party vendors
• Assisting in the managing of insurance and warranty claims

Testing / POC

• Assist with the testing of new IT HW
• Provide feedback on findings
• Recommendation of practical solutions
• Managing and storing IT stock

Qualifications

• Grade 12 certificate – (Essential)
• A+ - (Or Equivalent Experience)
• N+ - (Or Equivalent Experience)

Experience

• +2 Years Field Support in the retail environment - (Desirable)
• +2 Years End-User Support - (Desirable)