Job Description

Job Details
Closing Date 2023/09/20
Reference Number SHO230913-1
Job Title Field Support Engineer
Job Type Permanent
Location - Country South Africa
Location - Province Gauteng
Location - Town or City Centurion
Purpose of the Job

The purpose of the Field Support Engineer I is to provide technical support on IT incidents related to the client
computer system. This includes on-site or remote support to resolve technical incidents of low to medium complexity
as per service standards and timelines. This role also collaborates and coordinates incident solution with various
internal stakeholders, and ensures third-party escalated incidents are resolved within established timelines.
Furthermore, this role leverages basic IT hardware and networking knowledge to troubleshoot, install, assemble and
configure IT computer systems within the specified area of support (Campus, projects, stores and DCs) that enable
business /end user efficiency. This FSE role is service oriented, applying good client etiquette to related client
engagements, ensuring client satisfaction with overall technical support service, providing timeous feedback on all
stages of resolving incidents, and advising clients on the best use of their IT equipment.

Job Advert Details
Job Category IT
Job Objectives

Technical Support

• Provide technical support by efficiently executing low to medium complexity installations, configurations,

troubleshooting or testing of new and old IT Hardware equipment (or the replacement thereof), and including
the appropriate handover and liaison with other relevant IT teams where applicable.

• Execute on-site or remote technical support to IT users on assigned IT related incidents or requirements i.e.,

hardware, software or network infrastructure, etc., ensuring "first-time resolution" and client satisfaction on other
IT related issues as per assigned area of support.

• Manage assigned IT related incidents via the IT Service Management system (i.e., Remedy Helix) within service

level agreements (SLA
96%), and adhere to IT field support standards.

• Escalate vendor related incidents and ensure they deliver as per service level agreements and standards.
• Provide progress feedback to IT client on all stages of resolving the incident and maintain good client etiquette

on all client related engagements.

• Escalate unresolved technical support issues to senior colleagues for further support.
• Advice clients on technical use of their equipment.

Collaboration

• Participate in discussions with Architects, Electricians, and Builders to ensure understanding and alignment of

new building design with IT requirements.
Administration:

• Apply guidelines on managing/handling IT stock and participate in departmental stock-takes on IT equipment

according to agreed timelines.

• Assist clients with managing insurance and warranty claims and liaise with senior colleagues where the

procurement of equipment is needed as per approval processes and policy
Qualifications

• A+, N+ or equivalent certification

Experience

• +2 years' experience in an End User technical support role or similar, with knowledge and experience

resolving IT incidents relating to system hardware and networking - (essential)

• Exposure to retail specific IT hardware systems technical support as Point of Sale technology (i.e., scanners, till

computers, card and printer machines, etc.). - (desired)

• Experience with reporting writing xe2x80x93 (desirable)

• A+, N+ or equivalent certification or relevant experience in general IT technical support - (essential)

• Exposure to project management/roll-outs - (desirable)

• Exposure to stock management and administration xe2x80x93 (desirable)

Knowledge and Skills

• Knowledge of MS Windows Support and Installation - (essential)

• Proficiency in MS Office 365 xe2x80x93 (essential).

Shoprite Holdings