Job Purpose
The Mid-Level Field Engineer plays a key role within the Field Team, reporting directly to the Field Team Leader. This role involves maintaining and servicing dedicated SLA clients, handling ad-hoc tasks, and contributing to projects across the company client base. The engineer supports the strategic direction and leadership set by the Field Team Manager/Team Leader.
Duties and Responsibilities
Technical Support & Maintenance
- Troubleshoot and perform updates/upgrades on software systems.
- Install and configure software including email clients, antivirus programs, and approved third-party applications (excluding software requiring outsourced support).
- Maintain, upgrade, and troubleshoot customer hardware such as PCs, peripherals, and network devices (excluding vendor-managed hardware).
- Liaise with external suppliers/vendors for warranty repairs or maintenance-related issues.
- Maintain and troubleshoot desktop/server backup software where applicable.
- Conduct routine site checks on servers and connectivity.
Collaboration & Support
- Assist other engineers on the Service Desk or in-office when requested.
- Support junior engineers as needed or upon request.
- Escalate issues beyond scope or responsibility to the appropriate team or senior resource.
Administrative Tasks
- Complete monthly timesheets and travel claims accurately and diligently; update daily where possible.
- Follow the daily scheduled calendar strictly; request and update changes as necessary.
- Request quotes with complete and accurate specifications for hardware/software.
- Communicate all changes and updates to clients during maintenance or troubleshooting.
Project Work
- Manage small projects under the supervision and guidance of the Team Manager/Team Leader.
Qualifications
Minimum Requirements
- CompTIA A+ or equivalent knowledge/experience.
- CompTIA Network+ or equivalent knowledge/experience.
- MCSA certification.
- 3–4 years of relevant experience.
Beneficial Certifications
- Sophos XG Engineer certification.
Key Performance Areas
- Achieve a minimum of 140 billable hours per month.
- Maintain a 90% first-time resolution rate on support requests.
- Ensure high levels of customer satisfaction.
- Close tickets within relevant SLA timeframes.
- Upsell company hardware, products, and services where appropriate.
- Create, maintain, and adhere to SOP documentation.
Working Conditions
- Overtime may be required upon reasonable request by the direct line manager.
- Travel to client sites and suppliers as per SLA schedule.
- Ability to work independently and collaboratively within a team.
- Follow instructions from the assigned Team Leader, Line Manager, and other senior staff.
Physical Requirements
- Valid driver’s licence.
- South African ID or international passport with valid work permit.
- Access to a reliable, roadworthy vehicle.
- Proficiency in English.
- Physically capable of performing technical tasks, including:
- Carrying equipment (e.g., desktops, monitors, networking gear).
- Crawling under desks or working in confined/elevated spaces when necessary.
Reports to: Field Team Leader.
