Field Service Agent - Gauteng, South Africa - Ulwembu Business Services

Ulwembu Business Services

Verified Company

Gauteng, South Africa

3 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

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Please ensure that you answer all pre-screening questions fully & accurately._
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Knowledge and Experience_

Education:

A+ certification
N+ certification
MCSE or MCITP
ITIL Foundation an advantage

Experience & Skills:

Minimum of 2 years relevant experience within an IT Support environment
Previous experience within networking support, software and hardware support essential
Good working knowledge / demonstrated ability of elimination processes in order to accurately determine cause of system failure

Detailed Description of Tasks:

Provide physical 1st level support and diagnostics, assisting the Service Desk Agent's (SDA's), 2nd Level Experts's (2LE's) and 3rd Level Experts (3LE's)
Perform 1st Level Diagnostics in cases where the SDA's cannot
Assist with answering the phone during busy or peak periods and after hours in a professional manner
Provide remote support to the SDA's and 2LE's
Fulfil the role of SDA (IC as well) during busy / peak periods after hours and over weekends
Build new workstations, laptops, printers and any other required hardware configuration that is not covered by other contracts
Conduct swapout of existing workstations, switches, notebooks, printers, monitors and any other physical component required during service restoration
Upgrade workstations, laptops and other hardware, as required, in line with existing maintenance contracts
Restore operating systems on workstations and laptops including Fids machines
Conduct Fids rounds according to the agreed schedule to ensure effective operation of the Fids Infrastructure
Conduct an effective handover at the beginning and end of each shift, ensuring that no incidents are dropped, neglected, forgotten or poorly managed
Ensure that entries captured into ITSM are accurate paying particular attention to the description, journal entries and resolution fields
Ensure attention to detail when selecting the correct Services, categories and sub categories
Provide regular and timeous feedback to customers, SDA's and 2LE
Ensure adherence to all client's policies, process, standards and procedures
Ensure compliance to IT security standards and best practice
Respond timeously to customer queries and always provide feedback
Actively find ways to improve customer service
Provide customer service as per agreed SLA's and/ OLA's
Constantly ensure that reference numbers are provided to customers / users when logging an incident
Consistently conduct oneself in a professional, polite and technically sound manner
Constantly speak coherently utilizing telephone etiquette techniques
To parttake in some cases lead the relevant processes and supporting documentation relating to the quality system
Understanding and following the procedures and standards of the ISO 9001:2015 quality system
Maintaining the high standard of documentation with the QMS boundaries
Ensures all relevant output documentation is saved and archived as per the standards
Identifies areas of improvement where relevant
Assist in performing all tasks necessary to achieve the organization's mission and helps execute staff succession and growth plans
Provide best quality in all deliverables to our clients, follow guidelines of the existing quality management system ISO 9001:2015 on a continuous basis and take the aspects of quality into consideration in the day to day deliverables of work conducted.

Education:

Diploma (required)

Experience:

- working within an IT Support environment: 3 years (required)
- networking support, software and hardware support: 3 years (required)

License/Certification: