Mid-Level Field Engineer

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.

• 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.

• 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.

• Complete monthly timesheets and travel claim 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.

• Manage small projects under the supervision and guidance of the Team Manager/Team Leader.

• CompTIA A+ or equivalent knowledge/experience.
• CompTIA Network+ or equivalent knowledge/experience.
• MCSA certification.
• 3–4 years of relevant experience.

• Sophos XG Engineer certification.

• 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 time frames.
• Upsell company hardware, products, and services where appropriate.
• Create, maintain, and adhere to SOP documentation.

• 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.

• Valid driver’s licence.
• South African  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.