Seeking More Than Just a Job? Embrace a New Chapter with iOCO Infrastructure Services. We are currently seeking a motivated and technically skilled Field Support Engineer to join our dynamic team. The successful candidate will be responsible for providing on-site technical support, troubleshooting, and maintaining a high level of customer satisfaction.

Your Expertise:

  • Call Updating – To 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 – To ensure that all assets are correctly entered into the system.
  • User Satisfaction – To ensure that the user is satisfied with the service provision.
  • Meet SLA Requirements – To 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 – To ensure that the agreed-upon number of calls are resolved per day.
  • Productive Time – Maintain productivity of >75%.
  • Instruments – To ensure that all company equipment is kept in good condition at all times (Desktop PC, Tablet/Charger/Cover).
  • Closure Codes – To ensure that correct closure codes are used
    Work Flows – Adherence to Call Management System/any assisted tool used in workflows.
  • Call Ageing – Ensure that no calls have aged past the agreed-upon number of days and those that have, are escalated to ensure closure.
  • All calls are to be regularly updated correctly with relevant details.
  • Problem-Solving – To listen and probe user problems, to accurately interpret cause, and to resolve problems by following correct technical routines
  • Repeat Calls – To limit the number of recurring calls.
  • HR Policies and Procedures – To ensure that all HR Policies and Procedures as well as BU Specific procedures are adhered to, e.g. house rules, timekeeping, housekeeping and dress code, etc.
  • Faulty Hardware – To ensure that all faulty parts are replaced and that parts removed are returned to stores.
  • Dockets/Job Cards – To ensure that all dockets/job cards are updated correctly with relevant details, within the deadline provided.
  • Documentation – To ensure that all forms required for processing are submitted on time – Expense claims/Leave/Standby/all other documentation.
  • All travel claim information to correspond with calls assigned to individuals in Call.
  • Management System.
  • Training – To ensure that training is completed during required deadlines.
  • Knowledge Sharing – FSE to ensure that he/ she has access and familiarizes themselves with all online knowledge documentation and ways of work.
  • 1 Year practical in-service delivery; desktop support.
  • Experience in mobile device support.
  • Experience in Network Support.

Qualifications Required:

  • National Senior Certificate (Matric)
  • A+, N+
  • MCSA or Microsoft Equivalent

Other information applicable to the opportunity:

  • Position Location: Sasol Secunda.
  • Work environment: Office Bound.
  • Physical demands: The physical demands of the job, including bending, sitting, lifting, and driving.
  • Travel: Traveling will be required Own transportation required.

Desired Skills:

  • Adaptability
  • Authenticity
  • Partnership
  • Ingenuity
  • Mastery

Learn more/Apply for this position