IT Field Services Technician - (Bloemfontein-Free State Based)

Job Purpose

• To provide effective, professional and timely onsite IT support to Motus employees, dealerships and business units, ensuring that end-user computing equipment, software, peripherals and related IT services operate reliably and efficiently.

• The Field Services Technician is responsible for resolving technical incidents and service requests that require onsite intervention, supporting the deployment and maintenance of IT equipment, and ensuring that all work is accurately recorded and managed through the Motus IT Service Desk ticketing system.

• The role contributes to business continuity, user productivity and the overall quality of IT service delivery across the Motus Group.

Key Responsibilities

End-User and Onsite Technical Support

• Provide onsite technical support to Motus employees, dealerships and business units within the assigned region.

• Diagnose, troubleshoot and resolve hardware, software, operating system, connectivity and peripheral-related issues.

• Support desktops, laptops, monitors, printers, docking stations, mobile devices and other approved end-user IT equipment.

• Assist users with Windows operating system issues, Microsoft 365 applications, email, printing, authentication and general desktop support.

• Perform workstation builds, device configuration, software installation, upgrades, replacements and equipment handovers.

• Support user onboarding, workstation setup, equipment relocation and offboarding activities where required.

• Escalate issues that fall outside the technician's technical scope or access permissions to the appropriate support team.

Incident and Service Request Management

• Accept, manage and resolve assigned incidents and service requests in ManageEngine ServiceDesk Plus.

• Ensure all work is performed against a valid ticket, with accurate notes, troubleshooting steps, actions taken and resolution details.

• Maintain regular communication with users and relevant stakeholders regarding progress, delays and expected resolution.

• Prioritise work according to incident severity, business impact, urgency and agreed service-level agreements (SLAs).

• Monitor assigned tickets and proactively address ageing requests, outstanding actions and potential SLA breaches.

• Ensure tickets are resolved and closed in accordance with established Motus IT processes.

• Escalate recurring incidents, major business-impacting issues and potential underlying problems through the appropriate channels.

Dealership and Regional Business Support

• Provide IT support across assigned Motus dealerships, offices, workshops, warehouses and other business locations.

• Plan site visits efficiently, taking into account ticket priority, geographical location, business requirements and operational impact.

• Coordinate with site contacts and users before attending a location to confirm the issue, equipment details, access arrangements and availability.

• Minimise disruption to business operations while performing onsite maintenance, troubleshooting and equipment replacements.

• Provide professional customer service and maintain constructive working relationships with dealership management, employees and regional stakeholders.

• Assist with planned deployments, site openings, equipment refreshes and other operational IT initiatives.

Hardware and Asset Management

• Maintain accurate records of equipment issued, installed, replaced, repaired or returned.

• Verify asset tags, serial numbers, device specifications and equipment ownership where applicable.

• Ensure that hardware movements and changes are recorded in accordance with Motus IT asset-management procedures.

• Identify faulty, obsolete or unsupported equipment and recommend repair, replacement or further technical assessment.

• Ensure that equipment is handled securely and that company assets are protected against loss, damage or unauthorised use.

Windows and IT Deployment Projects

• Assist with the deployment, upgrade and remediation of end-user devices, including the Windows 11 Upgrade Programme.

• Perform device compatibility checks, operating system installations, configuration, testing and post-deployment validation.

• Identify devices requiring manual remediation, replacement or decommissioning and update the relevant records.

• Follow approved deployment plans, technical standards, change-management requirements and project instructions.

• Record project-related activities separately from business-as-usual (BAU) support where required for reporting and workload visibility.

• Report blockers, failed deployments, equipment constraints and dependencies to the relevant project or management team.

Collaboration and Escalation

• Work closely with the Motus IT Service Desk to ensure effective ticket allocation, triage, communication and resolution.

• Collaborate with Networks, DataCentre, Applications, Security Operations and other technical teams when incidents require specialist intervention.

• Provide clear technical information when escalating issues, including troubleshooting already completed, relevant error messages and business impact.

• Follow up on escalated incidents and maintain ownership of assigned tasks until the required handover or resolution is completed.

• Participate in technical discussions, operational meetings and service-improvement initiatives when required.

• Compliance, Security and Change Management

• Comply with Motus IT policies, procedures, security standards and access-control requirements.

• Protect confidential company information and user data at all times.

• Ensure that administrative access, software installations and configuration changes are performed only when authorised.

• Follow the approved change-management process for work that may affect production systems or business operations.

• Adhere to health and safety requirements while travelling to and working at Motus sites.

• Report security concerns, suspected malware, lost or stolen equipment and potential data breaches through the prescribed channels.

Reporting and Continuous Improvement

• Provide accurate updates on outstanding work, completed activities, recurring incidents and operational risks.

• Maintain visibility of ticket ageing, SLA performance, workload and unresolved technical dependencies.

• Identify recurring technical issues and recommend practical improvements to reduce repeat incidents.

• Participate in knowledge-sharing activities and document solutions that may assist the Service Desk and other technicians.

• Maintain professional standards, demonstrate accountability and contribute to the continuous improvement of Field Services.

Minimum Qualifications and Experience

Qualifications

• Grade 12 / Matric.

• An IT-related qualification, diploma or relevant technical certification would be advantageous.

• Relevant vendor certifications, such as CompTIA A+, Microsoft certifications or equivalent, would be beneficial.

Experience

• Approximately 2–3 years of experience in desktop support, end-user computing or onsite IT support, preferably in a multi-site corporate environment.

• Practical experience troubleshooting Windows desktop and laptop environments.

• Experience installing, configuring and supporting end-user hardware and software.

• Experience working with an IT service-management or ticketing system.

• Experience supporting multiple sites, remote users or business-critical operational environments would be advantageous.

Technical Knowledge and Competencies

• Strong Windows 10/11 troubleshooting and support capabilities.

• Working knowledge of Microsoft 365 applications and common end-user productivity tools.

• Understanding of Active Directory or Microsoft Entra ID user and device administration, subject to authorised access.

• Basic knowledge of TCP/IP networking, DNS, DHCP, Wi-Fi, LAN connectivity and VPN troubleshooting.

• Experience supporting printers, scanners, monitors, docking statio