Field Support Engineer - Secunda, South Africa - IOCO

Description

Seeking More Than Just a Job? Embrace a New Chapter with iOCO Infrastructure Services. We are a leading [industry/sector] company looking for a highly skilled and motivated Field Support Engineer to join our technical support team. As a Field Support Engineer, you will be the face of our company, providing on-site support and technical assistance to our clients. If you have a strong technical background, excellent problem-solving skills, and enjoy working in a dynamic field environment, we encourage you to apply.

What you'll do:

• 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 are redirected back to the remote support team.
• Productive Call Rate - To ensure that the agreed-upon number of calls are resolved per day.
• Productive Time - Maintain productivity of >75%.
• Instruments - To ensure that all company equipment is 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 are to be regularly updated correctly with relevant details.
• Problem-Solving - To listen and probe user problems, accurately interpret causes, and resolve problems by following correct technical routines.
• Repeat Calls - To limit the number of recurring calls.
• HR Policies and Procedures - To ensure that all HR Policies and Procedures as well as BU Specific procedures are adhered to, e.g. house rules, timekeeping, housekeeping and dress code, etc.
• Faulty Hardware - To ensure that all faulty parts are replaced and that parts removed are returned to stores.
• Dockets/Job Cards - To ensure that all dockets/job cards are updated correctly with relevant details, within the 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 individuals in the Call Management System.
• Training - To ensure that training is completed during required deadlines.
• Knowledge Sharing - FSE to ensure that he/ she has access to and familiarizes themselves with all online knowledge documentation and ways of work.

Your Expertise:

• 1 Year practical in-service delivery; desktop support.
• Experience in mobile device support.
• Experience in Network Support.

Qualifications Required:

• National Senior Certificate (Matric)
• A+
• N+
• MCSA or Microsoft Equivalent

Other information applicable to the opportunity:

• Permanent position
• Location: Secunda
• Work environment: Office Bound
• Physical demands: The physical demands of the job, including bending, sitting, lifting, and driving
• Travel: Traveling will be required (Own transportation required)

Why work for us?

• At iOCO, we believe anything is possible with modern technology we are continuously pushing the boundaries of innovative solutions across multiple industries using an array of technologies.
• Our culture of continuous learning will ensure that you will have all the opportunities, tools, and support to hone and grow your craft.
• By joining IOCO you will have an open invitation, a place where you will be able to connect and learn from your peers by sharing ideas, experiences, practices, and solutions.
• We encourage diversity and work culture; and Setting U up for Success #SuuS