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Graduate/Junior Field Engineer – Responsibilities:

• Interact with Customer to ensure Customer satisfaction following established procedures.
• Perform installations, reinstallations, maintenance, and repairs on Customer equipment.
• Configure system hardware, software and network components.
• Deliver standard services.
• Provide advanced product support for volume products.
• Provide break-fix reactive support and installation for low-end/mid-end and high-end products

Education and Experience Required:

• Minimum Diploma/ Associate Degree (technical field, i.e. National Diploma in IT) equivalent with 1-2 years of working experience in related fields, or A+/N+ with less than 1 year relevant working experience.

Knowledge and Skills Required:

• Relevant product (Networking & Servers) /company knowledge.
• Basic and complex troubleshooting skills.
• Basic analytical and communications skills.
• Proficient in professional oral, written and telephone communication skills.
• Fundamental presentation skills.
• Ability to gather relevant information systematically and to solve problems, anticipates needs, develop and propose solutions and gain agreement.
• Ability to build and maintain on-going relationships with customers peers and support partners.
• Ability to effectively interact and communicate with people at all levels.
• Perform reporting and administrative functions. Manage time effectively.
• Assist the customer with on-going product training on device features and best practices during routine preventative maintenance or break/fix engagements.

Complexity:

• Perform routine maintenance and repairs on Customer equipment (hardware only) working primarily on site.
• Consistently meet response time or Customer scheduled time.
• Reactive services completed on first visit.
• Accurate documentation of time in call management system.
• Proper logistics management, no expensed parts due to engineer.
• Effective time management to minimize overtime.
• Engage escalation process in a timely fashion
• Identify Customer needs and evaluate opportunities to retain and increase service levels.