ALM Outsourcing is looking for candidates for the position of Field Services Engineer.
Position Title: Field Services Engineer
Department: IT
Employment Status: Contractual
Essential Requirements (by ALM):
- The Field Services Engineer’s role is an operational necessity with in IT function to ensure that PepsiCo staff are receiving the appropriate assistance and speedy resolution by identification, prioritization, escalation and resolution of incident tickets and service requests tickets assigned to the Field Services Team.
- This is a hand-on role which includes providing support for all computing Windows platform, mobility/ telephony, video conferencing solutions, infrastructure support & act as a point of contact with local and global vendors like BT, HCL and Polycom/DTEN/Avocor.
- Deliver high standard of customer service to IT customers and vendors in a professional manner ensuring every contact fosters a positive image of the IT team whilst complying to and enforcing IT policies and procedures.
- Manage assigned tickets to ensure courteous, timely, and effective resolution of end user issues and requests. Prioritize and schedule incident and requests based on urgency and impact. Track and progress chasing of incidents to conclusion and in line with SLAs and quality standards.
- Maintain health of the infrastructure systems by keeping the upgrades and patches current and by troubleshooting and resolving issues with the associated tools.
- Serves as first line of support to meet customer needs. Ensure that all inbound customer phone calls, emails, voicemails and ‘walk-ins’ are promptly answered/responded to and logged immediately within the online Service Desk System
- Develop knowledge Base documentation, help sheets, usage guides, and FAQ lists for end users.
- Undertaking necessary diagnosis & troubleshooting with customers and ensuring the troubleshooting process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution are immediately documented in the online Service Desk System.
Years of Experience: 3-4 years of related IT business work experience in any large-scale corporate environment.
Qualification: Relevant Tertiary IT qualification (degree or similar)
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