Field Support Engineer II: Centurion - Shoprite Group

Purpose of the Job

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, setting up, configuring and installing endpoint devices, i.e desktops and POS, Managing infrastructure vendors, i.e cabling, UPS, Voice, Data, endpoint installations, manage the new store opening process.

Job Category: IT

Job Objectives

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