Field Support Engineer II at Shoprite Group of Companies

Job Description

To ensure continuous IT infrastructure service delivery for IT users through timely installations and resolving issues.

Roles Outcomes entails: Incident management of end user store devices, To set-up, configure and install end point devices, i.e desktops and POS, Manage infrastructure vendors, i.e cabling, UPS, Voice, Data, end point installations, Manage the new store opening process.

Duties & Responsibilities

Roles outcomes:
Incident management of end user store devices:

• Reported incidents must be resolved or a work around found within agreed Service Level Agreement (SLA). Understand and adhere to the different levels of authority of users and accompanying SLA’s (e.g. executives get immediate assistance; users can be given up to 4 hours to resolve, etc.).
• Second Line telephonic user support. Remote support by dialling into end point, i.e. desktop of store device
• Visit with user or site to resolve issue.
• Physically doing a call-out to resolve problems at the user’s work station (third option).
• Ensure quality work delivered, which will include monitoring of performance. Ensure continuous service.
• Take ownership of problems and progressing problem resolution.
• Providing advice or training to users about the systems functionality, correct operation or constraints, – devising work-arounds, correcting faults.

To set-up, configure and install end point devices, i.e desktops and POS. Installation and configuration of new end point devices, i.,e. PCs, POS:

• Reloading of software of PCs and store end point devices.
• Ensuring integrity and cesurity of user or end point data.
• Installation and configuration of peripherals, i.e. printers.
• Adhere to installation standards and configurations.

Desired Experience & Qualification

Qualifications
Essential:

• Matric/ Grade 12
• A+, N+, MCSE certification

Experience
Essential:

• 2-4 Years experience in IT field support

Knowledge and Skills
Essential

• Micosoft products i.e: Windows, Office suite etc
• Network topologies, support and setup thereof
• TCP/IP Networking

Desirable

• UNIX and Linux

Mode of Application

How to apply: Shoprite Group of Companies South Africa

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