Field Support Engineer III

The Purpose of the Field Support Lead Engineer is to provide deeply specialized technical support expertise to ensure continuous IT infrastructure service delivery for IT users by efficiently managing installations and resolutions to incidents on site. This role provides coaching and mentorship to the field support team on technical standards and procedures, whilst assisting the Team Manager/Lead with driving team efficiency, planning and delivery of IT support activities (i.e., routes and schedules) within SLAs (Service Level Agreements). This role manages complex to highly-complex technical incident, whilst leveraging deep knowledge of SLAs, IT infrastructure and supplier relationships to drive resolution of technical issues, ensuring high first-time fix rates and high availability of IT infrastructure within area of support. This role requires extensive travel to various stores within the Shoprite Group.