Field Support Engineer
iOCO
- Sandton, Johannesburg
- Permanent
- Full-time
- Call Updating - To ensure that all calls are updated daily with meaningful comments and that correct call update templates are used and completed fully on all calls
- Asset input - To ensure that all assets are correctly entered into the system.
- User Satisfaction - To ensure that the user is satisfied with the service provision
- Meet SLA Requirements - To repair identified problems to meet average contractual SLA requirements
- All calls which can be resolved remotely is redirected back to the
- Productive Time - Maintain productivity of >75%
- Instruments - To ensure that all company equipment are kept in good condition at all times (Desktop PC, Tablet/Charger/Cover)
- Closure Codes - To ensure that correct closure codes are used
- Work Flows - Adherence to Call Management System/any assisted tool used workflows
- Call Ageing - Ensure that no calls have aged past the agreed upon number of days and those which have, are escalated to ensure closure. All calls to be regularly updated correctly with relevant details.
- Problem-Solving - To listen and probe user problems, to accurately interpret cause and to resolve problem by following correct technical routinesÂ
- Repeat Calls - To limit the number of recurring calls
- HR Policies and Procedures - To ensure that all
- Dockets/Job Cards - To ensure that all dockets/job cards are updated correctly with relevant details, within deadline provided.
- Documentation - To ensure that all forms required for processing are submitted on time - Expense claims/Leave/Standby/all other documentation. All travel claim information to correspond with calls assigned to individual in Call Management System
- Training - To ensure that training is completed during required deadlines.
- Knowledge Sharing - FSE to ensure that he/ she has access and familiarizes themselves to all online knowledge documentation and ways of work
- 1 Year practical in-service delivery; desk top support.
- Experience in mobile device support
- Experience in Network Support
- National Senior Certificate (Matric)
- A+
- N+
- MCSA or Microsoft Equivalent
- MCSE or Microsoft Equivalent
- Permanent Position
- Location: Sandton
- Work Environment: Office Bound
- Physical Demands: The physical demands of the job, including bending, sitting, lifting and driving
- Travel: Own transportation required
Salary: Negotiable
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