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!What you'll do:Call Updating - Ensure 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 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. Redirect all calls which can be resolved remotely 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 is 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 escalate those which have to ensure closure. Regularly update all calls 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 adherence to all HR Policies and Procedures as well as BU Specific procedures, e.g. house rules, timekeeping, housekeeping, and dress code.Faulty Hardware - Ensure that all faulty parts are replaced and that parts removed are returned to stores.Dockets/Job Cards - Ensure all dockets/job cards are updated correctly with relevant details, within the provided deadline.Documentation - 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 in the Call Management System.Training - Ensure that training is completed during required deadlines.Knowledge Sharing - Ensure access and familiarity with all online knowledge documentation and ways of work.Your expertise: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+ Qualifications.Qualifications preferred:MCSE or Microsoft Equivalent.Other information applicable to the opportunity:Permanent Position.Location: Secunda - Onsite.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. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires.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. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We're talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.
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