Job Description

Job Summary Yearning for More in Your Career? iOCO Infrastructure Services Invites You to Explore Possibilities. We are seeking a Field Support Engineer xc3x82 to join our team. As a Field Support Engineer, you'll be responsible for resolving complex technical issues and ensuring that our customers are always satisfied. What you'll do 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 is 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 are 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 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 - To listen and probe user problems, to accurately interpret cause and to resolve problem 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 Reimaging and sanitation or devices. Dockets/Job Cards - To ensure that all dockets/job cards are updated correctly with relevant details, within 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 individual 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 to all online knowledge documentation and ways of work. Your expertise: 1 Year practical in-service delivery; desk top 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: Permanent position Location: Sandton 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 Why work for us? Want to work for an organization that solves complex real-world problems with innovative software solutions? At iOCO, we believe anything is possible with modern technology, software, and development expertise. We are continuously pushing the boundaries of innovative solutions across multiple industries using an array of technologies.xc2xaf You will be part of a consultancy, working with some of the most knowledgeable minds in the industry on interesting solutions across different business domains.xc2xaf Our culture of continuous learning will ensure that you will have all the opportunities, tools, and support to hone and grow your craft.xc2xaf By joining IOCO you will have an open invitation to developer inspiring forums. A place where you will be able to connect and learn from and with your peers by sharing ideas, experiences, practices, and solutions. xc3x82

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