Field Service Engineer - - Cape Town City Centre

Role:
Provide End User Support for End Point Devices (Remote and Face to Face Support) at our client Major Sites according to the agreed Client Service SLA. This will include the effective support of Incidents, Requests and Service Requests (SRS). Ensure maximum uptime and productivity for all users (Minimum downtime/impact for users as result of IT issues and requests within clients control)

What will make you successful in this role?

Assist users with day to day IT issues.
Providing End User Support to End Users.
Quality Incident Resolution.
Regular and timeous feedback to user on the progress of outstanding incidents, requests, and SRS's (Verbally and including updating of the relevant Incident, Request or SRS on the Call Ticket System).
Assist to get new users operational on End User Devices as per the Requests from Business.
Ensure that all Software is working correctly before handing over a new workstation to the End Users.
Troubleshooting Application issues including MS Teams and MS Office.
Escalating issues that cannot be resolved timeously.
Updating and concluding incidents, requests and Service Requests on the CA and SRS system within the agreed SLA.
Provide Remote support to End Users (Including WFH users).
Managing and supporting incidents logged within SLA agreements.
Provide feedback and update outstanding Open incidents and requests logged on CA.
Providing First Line Support diagnosis and support for Output Device services.
Contribute to the End User Knowledge Base.
Escalating re-occurring incidents and providing input to the End User Problem Management Forum.
Ad Hoc assistance with Projects and Application Releases if and when required.