Overview
Field Support Engineer III Jobs in Brackenfell at Shoprite Group
Closing Date
2025/05/07
Reference Number
SHO250423-1
Job Title
Field Support Engineer III
Job Type
Permanent
Location – Country
South Africa
Location – Province
Western Cape
Location – Town or City
Brackenfell, Cape Town
Purpose of the Job
The purpose of the Field Support Engineer III is to ensure continuous IT infrastructure service delivery for IT users through timely installations and resolving issues, including incident management of end user and store devices. This role involves setting up, configuring, and installing endpoint devices such as desktops and POS systems, managing infrastructure vendors for cabling, UPS, voice, data, and endpoint installations, and overseeing the new store opening process.
Job Advert Details
Job Category
IT
Job Objectives
Incident management of end user and store devices:
Reported incidents must be resolved or a work around found within agreed Service Level Agreement(SLA)
Understand and adhere to the different levels of authority of users and accompanying SLA’s (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 dialling into end point, i.e. desktop of store device
Visit with user or site to resolve issues
Physically doing a call-out to resolve problems at the user’s workstation (third option)
Ensure quality of work delivered, which will include monitoring of performance
Ensure continuous service
Take ownership of problems and progressing 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 end point devices, i.e. desktops and POS:
Installation and configuration of new end point devices, i.,e. PCs, POS
Reloading of software of PCs and store end point devices
Ensuring integrity and security of user or end point data
Installation and configuration of peripherals, i.e. printers
Adhere to installation standards and configurations
Manage infrastructure vendors, i.e. cabling, UPS, Voice, Data, end point installations:
Liaise and Manage Third Party vendors to perform installations or maintenance Comply and ensure standards are enforced
Servicing of end point devices and peripherals
Install and configure end point 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 end point devices
Manage vendor and assist with installations of Voice, Data and wireless installations
Qualifications
Degree/Diploma in IT, Software Development, Information Systems, Systems Support or related field –
A+, N+, MCSE certification or industry relevant qualification
Experience
+4 years’ experience in an IT Field Support role or equivalent – (essential).
Knowledge and Skills
Solid technical knowledge of systemic problem analysis and resolution practice within operations -(essential).
Code 8 driver’s license – (essential).
Proficiency with MS Office 365 suite, including basic Excel and Word – (essential).
System administration knowledge on UNIX/Linux platforms and relevant technology tools to support the system – (preferred)
Understanding of network topologies, support, and setup, including TCP/IP networking – (essential).
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Title: Field Support Engineer III
Company: Shoprite Group
Location: Brackenfell
