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End-User Support - Field Support Engineer

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The Role: Responsibilities: Call Updating - To ensure that all calls are updated daily with meaningful comments and that correct call update templates are used and completed fully on all callsAsset input - To ensure that all assets are correctly entered into the system.User Satisfaction - To ensure that the user is satisfied with the service provisionMeet SLA Requirements - To repair identified problems to meet average contractual SLA requirementsRemote or Telephonic Resolution - To ensure that all calls are handled by the Remote Support team prior to being redirected to a Site FSE. Site FSE to ensure that all calls which can be resolved remotely is redirected back to the remote support team.Productive Call Rate - To ensure that the agreed upon number of calls are resolved per day.Productive Time - Maintain productivity of (75%Instruments - To ensure that all company equipment are kept in good condition at all times (Desktop PC)Closure Codes - To ensure that correct closure codes are usedWorkflows - Adherence to Call Management System/any assisted tool used workflowsCall Ageing - Ensure that no calls have aged past the agreed upon number of days and those which have, are escalated to ensure closure. All calls to be regularly updated correctly with relevant details.Problem-Solving - To listen and probe user problems, to accurately interpret cause and to resolve problem by following correct technical routinesRepeat Calls - To limit the number of recurring callsHR Policies and Procedures - To ensure that all HR Policies and Procedures as well as BU Specific procedures are adhered to, e.g. house rules, timekeeping, housekeeping and dress code, etc.Faulty Hardware - To ensure that all faulty parts are replaced and that parts removed are returned to storesDockets/Job Cards - To ensure that all dockets/job cards are updated correctly with relevant details, within deadline provided.Documentation - To 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 to individual in Call Management SystemTraining - To ensure that training is completed during required deadlines.Knowledge Sharing - FSE to ensure that he/ she has access and familiarizes themselves to all online knowledge documentation and ways of workSkills and Experience: Essential Qualification: Grade 12CompTIA A+, N+Microsoft qualification (MCSE/MCSA)ITIL v3 Preferred Qualifications: MCSEMobility Support qualificationSoft Skills certificate Experience required: 2 - 5 Years practical in-service delivery; desk top support or generalist.Experience in mobile device support.Network Support2 years work expeienceOther: Work environment: Always inside a building and or office environment.Noise exposure specific to ce https://protool.gumtree.co.za/external-link-browser.html?url=aHR0cHM6Ly9lbi16YS53aGF0am9icy5jb20vY29vcG9iX19jcGxfX18xMTA4XzQ1NTIxX180OTc/dXRtX3NvdXJjZT1ndW10cmVlJnV0bV9tZWRpdW09ZmVlZCZrZXl3b3JkPQ==&jid=1149876&xid=1108_45521

Secunda

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"part time jobs" in Secunda

part time jobs in Secunda (2 results)

Results for part time jobs in All Categories in Secunda