Field Service Engineer

FORMAL EDUCATION:

Grade 12

EXPERIENCE:

4-7 years experience in IT software and hardware support. End User support with a troubleshooting skills and networks exposure. Understanding of Service Level Agreements

TECHNICAL / LEGAL CERTIFICATION

IT Diploma/certificate

CompTIA A+

CompTIA N+

Relevant OEM certifications (HP, Dell, Lenovo,)

ITIL v3 Foundation Certification (advantageous)

MCSE (Advantageous)

Key Performance Areas:

End user support - Resolve logged incidents as per client contract

Deliver customer service - Communicate, dress, and display positive attitude

Quality incident resolution - Ensure incident is resolved on first contact within SLA

Compliance to pending rules - Ensure compliance to pending rules is followed

Quality data input - Ensure that data captured on Resolve IT incident/task is accurate and according to ITIL standards

Preventative maintenance - Identifies possible risks and reports to Team Lead

Deploy, Monitor, Repair, Support and Manage Desktop & Notebook Hardware, Manage Windows Operating Systems, Office Automation Software, Printers, Scanners, Fax

Setup desktop computers and peripherals and test network connections, install software for various applications and programs

Ask targeted questions to diagnose problems

Guide users with simple, step-by-step instructions

Conduct remote troubleshooting

Test alternative pathways until you resolve an issue

Customize desktop applications to meet Gijima standards

Test computers to ensure proper functioning of computer systems.

Adhere to policies as per corporate manuals and directives.

Pre-installation audits - Ensure pre-installation audits conducted and maximum optimization of printers achieved.

Compliance - Ensure compliance to relevant client checklist/SOP

Utilization of Resolve IT - Ensure closure of tasks/incidents on Resolve IT in real time

Comply to Company processes/policies

Manage operational expenses and accurate recording of related items (travel, cellphone, overtime, standby, leave).

Manage tools of trade (Gijima assets) e.g., Cellphone, IPAD, Standby and overtime may be required on an AD Hoc Basis

Other Requirements:

Valid Drivers license must be code B

Must have demonstrated driving ability for 5 years or more

Clear criminal record

Ability to work productively with minimal supervision

Good communication and customer service skills

Exceptional Troubleshooting skills

Understanding of tools and grasping new technology needed to complete repairs.