Gijima Holdings Jobs 2022 for Field Service Engineer: Senior available. See details below on how to apply for the position of Field Service Engineer: Senior in Millar Cameron.
Unified Communications Outsourse needs a Snr. FSE to drive the successful resolution of all the User problem requests within the specified Services and SLA parameters of the Gijima and client Impala Platinum and SAPS with concentrated focus on customer satisfaction based at Impala Platinum Springs
CRITERIA:
Knowledge and experience of Windows 10x, XP, MS Servers, MS Office, Anti-Virus support, IE and Internet Mail, Microsoft Patches, Hardware Maintenance (on is3000 PABX systems), LAN administration (like SQL, User Profile Management), Server Maintenance (like Hardware, Software, DHCP and DNS, Security and TCP/IP, FTP) would be an advantage
Job Title: Field Service Engineer: Senior
Location: Cape Town
Job Summary::
Regular communication with Call Coordinator to determine new / assigned Changes / Requests
Establish and deploy best practices, standards, methodologies and processes in order to deliver good customer services.
Ensure Customer Satisfaction through call-backs, providing additional information on work-performed and escalate if necessary
Confirm / verify / manage customers expectations (ETA & Need by Date)
Complete all calls within the agreed SLA parameters
Regular feedback on call status to Call Coordinator
Immediate call closure / completion notification and timely ticket update
Compliance with all reporting and ticket update requirements
Compliance with time reporting requirements
Owns responsibility to drive to completion, all service activity or to execute a clean handoff of that responsibility to another member of the staff
Adhere to processes and procedures as agreed to in the contract between GijimaAst and Client
Timely information (where known) sharing with the Availability Services Region regarding existing as well as coming workload
Ensure that only work as defined within the contract parameters are being performed
Ensure that all out-of-scope work is quoted and charged for via “time-and-material” process
Follow up on customer queries with regards to Vendor Traceability and other queries
Investigate root cause analysis & problem re-occurrences and suggest solutions
Adhere to standards and policies
REQUIREMENTS:
Must be results orientated with an analytical approach to problem solving
Good organisational and time management skills
Ability to communicate effectively with clients and initiate corrective procedures to ensure customer service excellence.
Ability to react quickly and make decisions under pressure
Insight and understanding of the clients’ business and impact of IT related challenges on the business
Excellent telephone etiquette
Excellent communication skills (verbal & written) and be able to communicate at all levels of the organisation
Must be fully bilingual
Must be prepared to work long hours / overtime
Must be a team player
Must be prepared to do local travelling and have a valid drivers license and own reliable transport
Must be able to maintain confidentiality of information
Physically strong and healthy enough to carry equipment such as 21” monitors, etc
Desired Experience & Qualification:
QUALIFICATIONS AND EXPERIENCE:
Formal IT qualification A+, N+
At least three years experience in Telecommunication service support / delivery / field support
Technical field support experience in a large corporate environment will be an advantage.
TECHNICAL / LEGAL CERTIFICATION:
Formal IT qualification A+, N+
Package & Remuneration:
Market Related
To Apply:
Interested?
Gijima Holdings
Maxine Green
Samrand1
7700 Gauteng
Regards from Applicationsa
Getting timely information matters, connect with us through Facebook to receive oppurtunities. Welcome.
