Field Support Engineer III - Shoprite Group

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.

Roles outcomes:

• • Incident management of end-user store devices.
• • Reported incidents must be resolved or a workaround found within the agreed Service Level Agreement (SLA).
• • Understand and adhere to the different levels of authority of users and accompanying SLAs (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 dialing into endpoint, i.e. desktop or store device.
• • Visit with the user or site to resolve the issue. Physically doing a call-out to resolve problems at the user’s work station (third option).
• • Ensure quality work is delivered, which will include monitoring of performance.
• • Ensure continuous service.
• • Take ownership of problems and progress problem resolution.
• • Providing advice or training to users about the systems functionality, correct operation or constraints, - devising workarounds, correcting faults.
• • To set up, configure and install endpoint devices, i.e desktops, and POS
• • Installation and configuration of new endpoint devices, i.,e. PCs, POS
• • Reloading of software of PCs and store endpoint devices.
• • Ensuring integrity and security of user or endpoint data.
• • Installation and configuration of peripherals, i.e. printers.
• • Adhere to installation standards and configurations.
• • Manage infrastructure vendors, i.e cabling, UPS, Voice, Data, endpoint installations.
• • Liaise and Manage Third Party vendors to perform installations or maintenance Comply and ensure standards are enforced.
• • Servicing endpoint devices and peripherals.
• • Install and configure endpoint devices as part of rollout projects.
• • Manage the new store opening process.
• • Engage and understand business requirements for new site layouts.
• • Plan and facilitate installations of third-party services.
• • Escalations of issues for planned installations. Progress communications of site installations.
• • Installation and configuration of store endpoint devices.
• • Manage vendor and assist with installations of Voice, Data, and wireless installations.

Qualifications

Essential:

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

Experience

Essential:

• • 3 - 5 Years experience in IT field support

Knowledge and Skills

Essential

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

Advantageous

• • UNIX and Linux