Field Support Engineer II at Shoprite Group of Companies

Purpose of the Job    

• To ensure continuous IT infrastructure service delivery for IT users through timely installations and resolving issues.

Roles Outcomes entails:

• Incident management of end user store devices,
• To set-up, configure and install end point devices, i.e desktops and POS,
• Manage infrastructure vendors, i.e cabling, UPS, Voice, Data, end point installations,
• Manage the new store opening process.

Job Objectives    
Roles outcomes:
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.

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