Field Support Engineer II- Western Cape at The 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 Advert Details

Job Category

IT

Job Objectives

Incident management of end-user store devices:

• Reported incidents must be resolved or a workaround found within the agreed Service Level Agreement (SLA). Understand and adhere to the different levels of authority of users and accompanying SLAs (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 dialing into endpoint, i.e. desktop or store device
• Visit with the user or site to resolve the issue.
• Physically doing a call-out to resolve problems at the user’s work station (third option).
• Ensure quality work is delivered, which will include monitoring of performance. Ensure continuous service.
• Take ownership of problems and progress problem resolution.
• Providing advice or training to users about the systems functionality, correct operation or constraints, - devising workarounds, and correcting faults. To set up, configure and install endpoint devices, i.e desktops, and POS.

Installation and configuration of new endpoint devices, i.,e. PCs, POS:

• Reloading of software of PCs and store endpoint devices.
• Ensuring integrity and security of user or endpoint data.
• Installation and configuration of peripherals, i.e. printers.
• Adhere to installation standards and configurations.
• Manage infrastructure vendors, i.e cabling, UPS, Voice, Data, endpoint installations:
• Liaise and Manage Third Party vendors to perform installations or maintenance Comply and ensure standards are enforced.
• Servicing endpoint devices and peripherals.
• Install and configure endpoint 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 endpoint 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

• Microsoft products i.e: Windows, Office suite, etc Network topologies, support and set up thereof TCP/IP Networking Desirable UNIX and Linux