Field Support Engineer I

About the Role

The purpose of the Field Support Engineer I is to provide technical support on IT incidents related to the client computer system. This includes on-site or remote support to resolve technical incidents of low to medium complexity as per service standards and timelines. This role also collaborates and coordinates incident solutions with various internal stakeholders, and ensures third-party escalated incidents are resolved within established timelines. Furthermore, this role leverages basic IT hardware and networking knowledge to troubleshoot, install, assemble and configure IT computer systems within the specified area of support (Campus, projects, stores and DCs) that enable business and end-user efficiency. This FSE role is service oriented, applying good client etiquette to related client engagements, ensuring client satisfaction with the overall technical support service, providing timeous feedback on all stages of resolving incidents, and advising clients on the best use of their IT equipment. This role often requires driving long distances, including weekend and holiday shift work, to support clients on-site.

What you'll do:

• Technical Support: Provide technical support by efficiently executing low to medium complexity installations, configurations, troubleshooting or testing of new and old IT hardware equipment (or the replacement thereof), including the appropriate handover and liaison with other relevant IT teams where applicable. Execute on-site or remote technical support to IT users on assigned IT-related incidents or requirements, including hardware, software or network infrastructure, ensuring first-time resolution and client satisfaction as per the assigned area of support. Manage assigned IT-related incidents via the IT Service Management system (Remedy Helix) within service level agreements (SLA >96%), and adhere to IT field support standards. Escalate vendor-related incidents and ensure delivery in line with service level agreements and standards. Provide progress feedback to the IT client throughout all stages of resolving the incident and maintain good client etiquette in all client engagements. Escalate unresolved technical support issues to senior colleagues for further support. Advise clients on the technical use of their equipment.
• Collaboration: Participate in discussions with Architects, Electricians and Builders to ensure understanding and alignment of new building designs with IT requirements.
• Administration: Apply guidelines on managing and handling IT stock and participate in departmental stock-takes of IT equipment according to agreed timelines. Assist clients with managing insurance and warranty claims and liaise with senior colleagues where the procurement of equipment is needed, in line with approval processes and policy.

What you bring:

• A+, N+ or equivalent certification, or relevant experience in general IT technical support (essential).
• 2+ years experience in an End User technical support role or similar, with knowledge and experience resolving IT incidents relating to system hardware and networking (essential).
• Exposure to retail-specific IT hardware systems technical support, such as Point of Sale technology including scanners, till computers, card machines and printer machines (desired).
• Knowledge of MS Windows support and installation (essential).
• Proficiency in MS Office 365 (essential).
• Exposure to project management and roll-outs (desirable).
• Exposure to stock management and administration (desirable).
• Experience with report writing (desirable).
• Driver's licence (essential).