Field Support Engineer III at The Shoprite Group of Companies

Job Objectives    
Roles outcomes:

•  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, 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:

•  3 - 5 Years experience in IT field support

Knowledge and Skills    
Essential

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

Advantageous

•  UNIX and Linux