iOCO Infrastructure Services Invites You to Explore Possibilities.
We are seeking a dynamic and tech-savvy Field Support Engineer with a passion for solving complex challenges on-site. Known for rapid troubleshooting, exceptional communication, and customer-focused solutions. Skilled in diagnosing, repairing, and maintaining a wide range of equipment and systems. Ready to bring hands-on expertise and a proactive approach to every project!
Skills and Experience
What you’ll do:
- Call Updating - 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 - Ensure that all assets are correctly entered into the system.
- User Satisfaction - Ensure that the user is satisfied with the service provision.
- Meet SLA Requirements - 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 - Ensure that the agreed upon number of calls are resolved per day.
- Productive Time - Maintain productivity of >75%.
- Instruments - Ensure that all company equipment are kept in good condition at all times (Desktop PC, Tablet/Charger/Cover).
- Closure Codes - Ensure that correct closure codes are used.
- Work Flows - Adhere 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 to be regularly updated correctly with relevant details.
- Problem-Solving - Listen and probe user problems, accurately interpret cause and resolve problems by following correct technical routines.
- Repeat Calls - Limit the number of recurring calls.
- HR Policies and Procedures - Ensure that all HR Policies and Procedures as well as BU Specific procedures are adhered to.
- Faulty Hardware - Ensure that all faulty parts are replaced and that parts removed are returned to stores.
- Dockets/Job Cards - Ensure that all dockets/job cards are updated correctly with relevant details, within deadline provided.
- Documentation - Ensure that all forms required for processing are submitted on time.
- Training - Ensure that training is completed during required deadlines.
- Knowledge Sharing - Ensure access to and familiarity with all online knowledge documentation and ways of work.
Your expertise:
- Experience in Network Support.
Qualifications required:
- National Senior Certificate (Matric).
- A+.
- N+.
- MCSE or Microsoft Equivalent.
Other
Other information applicable to the opportunity:
- Permanent Position.
- Physical demands: The physical demands of the job, including bending, sitting, lifting and driving.
- Travel: Traveling will be required. Own car required.
Why work for us?
If the daily grind makes you wonder if there's more to life than work, get ready to discover a professional journey that embraces excellence without compromise.
You've arrived at iOCO Infrastructure Services (iOCO IS), where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on.
At our core, we're challengers, disruptors, and innovators. We're a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process.
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