Field Service Engineer

Sanlam Group · Bellville, Western Cape

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What will you do?

Responsible for performing onsite hardware, software and peripheral updates and repairs in an organisation. Responsible for troubleshooting and repairs of computer systems and peripheral equipment located throughout the organisation.
May include LAN installations, upgrades and repairs. May maintain an adequate spare parts inventory of systems, subsystems and component parts used in repair work. Prepares progress reports for all work performed.

What will make you successful in this role?

Assist users with day-to-day IT issues
Providing End User Support to End Users
Quality Incident Resolution
Regular and timeous feedback to users on the progress of outstanding incidents, requests and SRS Verbally and including updating of the relevant Incident, Request or SRS on the Call Ticket System
Assist to get new users operational on End User Devices as per the Requests from Business
Ensure that all Software is working correctly before handing over a new workstation to the End Users
Troubleshooting Application issues including MS Teams and MS Office
Escalating issues that cannot be resolved timeously
Updating and concluding incidents, requests and Service Requests on the Call Ticket System within the agreed SLA
Provide Remote support to End Users Including WFH users
Managing and supporting incidents logged within SLA agreements
Provide feedback and update outstanding Open incidents and requests logged on the Call Ticket System
Providing First Line Support diagnosis and support for Output Device services
Contribute to the End User Knowledge Base
Escalating re-occurring incidents and providing input to the End User Problem Management

Qualification

Experience

Knowledge

Knowledge and Skills