Field Support Engineer III at Shoprite Group of Companies

Job Objectives

• Incident management of end user and 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 issues
• Physically doing a call-out to resolve problems at the user’s workstation (third option)
• Ensure quality of 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 workarounds, - 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 security 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

• Degree/Diploma in IT, Software Development, Information Systems, Systems Support or related field -
• A+, N+, MCSE certification or industry relevant qualification

Experience

• +4 years’ experience in an IT Field Support role or equivalent - (essential).