Senior Field Engineer at AVI Limited

Job Description

AVI LIMITED is home to many of South Africa’s leading and best-loved brands! Listed on the Johannesburg Stock Exchange and centered on the FMCG market, AVI’s extensive brand portfolio includes more than 50 brands. Our brands span a range of categories including hot beverages, sweet and savory biscuits and snacks, frozen convenience foods, out-of-home ranges, personal care products, cosmetics, footwear, accessories, and fashion apparel. We have a well-developed Shared Services structure spanning: International, IT, Finance, Logistics, Marketing, Procurement and Field Marketing, that allows us to take advantage of our scale. Our single-minded purpose is our brands growth and development.

AVI IT Shared Services was born out of the need to consolidate the IT functions within the companies of AVI. The purpose of ITSS is to partner with business in the achievement of their goals by providing a proactive, cost effective and flexible IT service. ITSS currently has 3 sites, Bryanston, Durban, and Cape Town. ITSS services the entire group to provide optimization and create greater efficiency in the logistics and supply Chain solutions.

An exciting opportunity exists for a SENIOR FIELD ENGINEER at AVI Limited IT Shared Services to be based at our office in Bryanston. The person will be responsible for servicing our Illovo office. The main responsibilities include the ability to identify, research and resolve technical problems including installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and software to ensure optimal device performance. The person will also troubleshoot problem areas in person, in a timely and accurate fashion, and provide end-user assistance where required. The successful incumbent will need to have extensive experience dealing with Senior Management and Executives and must have an eye for detail and a proactive approach to solving problems.

Line Manager: Field Engineering Team Lead

Number of Direct Reports: None

Job Specification:

Key Performance Areas:

• Develop strong interpersonal and technical skills sets for career growth.
• To contribute to the overall achievements of the required SLA by maintaining agreed personal targets
• Maintaining customer service standards by answering all call tickets promptly, always remaining courteous and professional
• Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, and other products.
• Takes ownership of user problems. By performing on-site analysis, diagnosis, and resolution of complex hardware problems for a variety of end users, and recommend and implement corrective solutions, including off-site repair as needed.
• Ensures that IT assets via management hardware are kept accurate and up to date, with necessary patch levels.
• Develop strong partnerships to gather and share knowledge with team members, colleagues, users, and other technical groups.
• Escalate any problems/potential issues to direct line management.
• Document instances of hardware failure, repair, installation, and removal
• Conduct research on, and make recommendations for, hardware products in support of procurement and development efforts.
• Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
• Be able to work with external and internal teams – on projects.
• Liaise with, and provide training and support to, end users and staff on equipment operation and other issues.
• Ensures that, when necessary, service tickets are appropriately escalated to the relevant department and managed.
• Maintains OLA’S with the various user departments and enterprise 3rd parties. Raise issues when resolution is not moving forward inside the appropriate timeframe.
• Maintains service level agreements.
• Raise P1 incidents immediately to Incident Manager and to ensure effective communication.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Interact with suppliers.
• Attention to detail, understand instructions and follow accordingly.

Minimum Requirements:

Experience:                                                                   

• Between 5 to 8 years working experience in a similar Field Engineering role
• At least 5 years’ experience in hardware equipment support experience with HP and Dell
• At least 5 years’ experience supporting handheld devices and tablets such as iPhones and iPads.
• At least 3 years’ experience dealing with Executives in a corporate environment.

Qualifications:

• Grade 12
• Diploma or Certificate in Information Technology
• A+ Certificate
• N+ Certificate
• MCSA or MCSE
• Dell Certification
• Microsoft Office / Microsoft 365

Additional Requirements:

• Must be prepared to be temporary re-assigned and/or promoted due to extended illness, personal emergency, or business necessity.
• Experience supporting handheld devices and tablets such as iPhones and iPads.
• Technical knowledge of corporate, networking, and other hardware including ADSL, 3G, HSDPA
• Comprehensive hands-on hardware troubleshooting experience
• Extensive hardware equipment support experience with HP and Dell
• Working technical knowledge of current network protocols, operating systems, software, and standards
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into hardware products and issues as required.
• Own reliable vehicle
• Be able to work Standby.

Competencies:

• Interpreting Data
• Articulating Information
• Thinking Analytically
• Building Relationships
• Documenting Facts
• Embracing Change
• Continuously Improving
• Meeting Deadlines
• Innovative