Field Support Engineer II (Port Elizabeth) at The Shoprite Group of Companies

Purpose of the Job

The Shoprite Group of Companies has an opening for a Field Support Engineer II.

This role ensures continuous IT infrastructure service delivery for IT users through timely installations and resolving issues.

The successful incumbent will be responsible for; Incident management of end-user store devices, set-up, configuration and installation of end point devices, i.e desktops and POS. As well as management of infrastructure vendors, i.e cabling, UPS, Voice, Data, end point installations and management of the new store opening process.

Job Advert Details

Job Category

IT

Job Objectives

Incident management of end user store devices:

• Reported incidents must be resolved or a work around found within agreed Service Level Agreement (SLA). Understand and adhere to the different levels of authority of users and accompanying SLA’s (e.g. executives get immediate assistance; users can be given up to 4 hours to resolve, etc.).
• Second Line telephonic user support. Remote support by dialling into end point, i.e. desktop of store device
• Visit with user or site to resolve issue.
• Physically doing a call-out to resolve problems at the user’s work station (third option).
• Ensure quality work delivered, which will include monitoring of performance. Ensure continuous service.
• Take ownership of problems and progressing problem resolution.
• Providing advice or training to users about the systems functionality, correct operation or constraints, - devising work-arounds, correcting faults.

To set-up, configure and install end point devices, i.e desktops and POS. Installation and configuration of new end point devices, i.,e. PCs, POS:

• Reloading of software of PCs and store end point devices.
• Ensuring integrity and cesurity of user or end point data.
• Installation and configuration of peripherals, i.e. printers.

Adhere to installation standards and configurations.

• Manage infrastructure vendors, i.e cabling, UPS, Voice, Data, end point installations:
• Liaise and Manage Third Party vendors to perform installations or maintenance Comply and ensure standards are enforced.
• Servicing of end point devices and peripherals.
• Install and configure end point devices as part of rollout projects.

Manage the new store opening process:

• Engage and understand business requirements for new site layouts
• Plan and facilitate installations of third party services.
• Escalations of issues for planned installations.
• Progress communications of site installations.
• Installation and configuration of store end point devices.
• Manage vendor and assist with installations of Voice, Data and wireless installations.

THIS POSITION IS BASED IN EAST LONDON - EASTERN CAPE

The successful incumbent must be in possession of a driver's license and be able to travel vast distances, which may entail being away from home for periods at a time.

Qualifications

Essential:

Matric/ Grade 12

• A+, N+, MCSE certification
• Experience
• Essential:
• 2-4 Years experience in IT field support

Knowledge and Skills

Essential:

• Micosoft products i.e: Windows, Office suite etc
• Network topologies, support and setup thereof
• TCP/IP Networking

Desirable

• UNIX and Linux