IT Field Services Technician - (Bloemfontein-Free State based)

 Job Purpose

To provide effective, professional and timely onsite IT support to Motus employees, dealerships and business units, ensuring that end-user computing equipment, software, peripherals and related IT services operate reliably and efficiently.
The Field Services Technician is responsible for resolving technical incidents and service requests that require onsite intervention, supporting the deployment and maintenance of IT equipment, and ensuring that all work is accurately recorded and managed through the Motus IT Service Desk ticketing system.
The role contributes to business continuity, user productivity and the overall quality of IT service delivery across the Motus Group.

Key Responsibilities

End-User and Onsite Technical Support
• Provide onsite technical support to Motus employees, dealerships and business units within the assigned region.
• Diagnose, troubleshoot and resolve hardware, software, operating system, connectivity and peripheral-related issues.
• Support desktops, laptops, monitors, printers, docking stations, mobile devices and other approved end-user IT equipment.
• Assist users with Windows operating system issues, Microsoft 365 applications, email, printing, authentication and general desktop support.
• Perform workstation builds, device configuration, software installation, upgrades, replacements and equipment handovers.
• Support user onboarding, workstation setup, equipment relocation and offboarding activities where required.
• Escalate issues that fall outside the technician's technical scope or access permissions to the appropriate support team.

Incident and Service Request Management
• Accept, manage and resolve assigned incidents and service requests in ManageEngine ServiceDesk Plus.
• Ensure all work is performed against a valid ticket, with accurate notes, troubleshooting steps, actions taken and resolution details.
• Maintain regular communication with users and relevant stakeholders regarding progress, delays and expected resolution.
• Prioritise work according to incident severity, business impact, urgency and agreed service-level agreements (SLAs).
• Monitor assigned tickets and proactively address ageing requests, outstanding actions and potential SLA breaches.
• Ensure tickets are resolved and closed in accordance with established Motus IT processes.
• Escalate recurring incidents, major business-impacting issues and potential underlying problems through the appropriate channels.

Dealership and Regional Business Support
• Provide IT support across assigned Motus dealerships, offices, workshops, warehouses and other business locations.
• Plan site visits efficiently, taking into account ticket priority, geographical location, business requirements and operational impact.
• Coordinate with site contacts and users before attending a location to confirm the issue, equipment details, access arrangements and availability.
• Minimise disruption to business operations while performing onsite maintenance, troubleshooting and equipment replacements.
• Provide professional customer service and maintain constructive working relationships with dealership management, employees and regional stakeholders.
• Assist with planned deployments, site openings, equipment refreshes and other operational IT initiatives.

Hardware and Asset Management
• Maintain accurate records of equipment issued, installed, replaced, repaired or returned.
• Verify asset tags, serial numbers, device specifications and equipment ownership where applicable.
• Ensure that hardware movements and changes are recorded in accordance with Motus IT asset-management procedures.
• Identify faulty, obsolete or unsupported equipment and recommend repair, replacement or further technical assessment.
• Ensure that equipment is handled securely and that company assets are protected against loss, damage or unauthorised use.

Windows and IT Deployment Projects
• Assist with the deployment, upgrade and remediation of end-user devices, including the Windows 11 Upgrade Programme.
• Perform device compatibility checks, operating system installations, configuration, testing and post-deployment validation.
• Identify devices requiring manual remediation, replacement or decommissioning and update the relevant records.
• Follow approved deployment plans, technical standards, change-management requirements and project instructions.
• Record project-related activities separately from business-as-usual (BAU) support where required for reporting and workload visibility.
• Report blockers, failed deployments, equipment constraints and dependencies to the relevant project or management team.

Collaboration and Escalation
• Work closely with the Motus IT Service Desk to ensure effective ticket allocation, triage, communication and resolution.
• Collaborate with Networks, DataCentre, Applications, Security Operations and other technical teams when incidents require specialist intervention.
• Provide clear technical information when escalating issues, including troubleshooting already completed, relevant error messages and business impact.
• Follow up on escalated incidents and maintain ownership of assigned tasks until the required handover or resolution is completed.
• Participate in technical discussions, operational meetings and service-improvement initiatives when required.

Compliance, Security and Change Management
• Comply with Motus IT policies, procedures, security standards and access-control requirements.
• Protect confidential company information and user data at all times.
• Ensure that administrative access, software installations and configuration changes are performed only when authorised.
• Follow the approved change-management process for work that may affect production systems or business operations.
• Adhere to health and safety requirements while travelling to and working at Motus sites.
• Report security concerns, suspected malware, lost or stolen equipment and potential data breaches through the prescribed channels.

Reporting and Continuous Improvement
• Provide accurate updates on outstanding work, completed activities, recurring incidents and operational risks.
• Maintain visibility of ticket ageing, SLA performance, workload and unresolved technical dependencies.
• Identify recurring technical issues and recommend practical improvements to reduce repeat incidents.
• Participate in knowledge-sharing activities and document solutions that may assist the Service Desk and other technicians.
• Maintain professional standards, demonstrate accountability and contribute to the continuous improvement of Field Services.

Minimum Qualifications and Experience

• Grade 12 / Matric.
• An IT-related qualification, diploma or relevant technical certification would be advantageous.
• Relevant vendor certifications, such as CompTIA A+, Microsoft certifications or equivalent, would be beneficial.

Experience
• Approximately 2–3 years of experience in desktop support, end-user computing or onsite IT support, preferably in a multi-site corporate environment.
• Practical experience troubleshooting Windows desktop and laptop environments.
• Experience installing, configuring and supporting end-user hardware and software.
• Experience working with an IT service-management or ticketing system.
• Experience supporting multiple sites, remote users or business-critical operational environments would be advantageous.

Technical Knowledge and Competencies
• Strong Windows 10/11 troubleshooting and support capabilities.
• Working knowledge of Microsoft 365 applications and common end-user productivity tools.
• Understanding of Active Directory or Microsoft Entra ID user and device administration, subject to authorised access.
• Basic knowledge of TCP/IP networking, DNS, DHCP, Wi-Fi, LAN connectivity and VPN troubleshooting.
• Experience supporting printers, scanners, monitors, docking stations and other peripherals.
• Understanding of device imaging, operating system deployment, software installation and endpoint configuration.
• Familiarity with ITIL principles, incident management, request fulfilment, prioritisation and SLA management.
• Good documentation skills and the ability to use ticketing systems effectively.
• Awareness of endpoint security, access controls, patching and secure IT practices.

Behavioural Competencies
• Customer service orientation: Demonstrates patience, professionalism and a commitment to resolving user issues.
• Problem-solving: Applies a structured approach to troubleshooting and identifies the underlying cause where possible.
• Accountability: Takes ownership of assigned work and follows through on outstanding actions.
• Time management: Plans site visits and daily activities effectively while balancing competing priorities.
• Communication: Communicates clearly with users, managers, the Service Desk and technical teams.
• Teamwork: Collaborates effectively across ITO support functions.
• Adaptability: Responds effectively to changing priorities and operational demands.
• Attention to detail: Maintains accurate ticket notes, asset records and technical documentation.
• Professional conduct: Represents Motus IT positively when interacting with employees, management and external service providers.

Performance Measures / Key Performance Indicators (KPIs)

• SLA compliance: Percentage of assigned incidents and requests resolved within agreed service levels.
•  Ticket resolution and throughput: Number of tickets resolved, assessed alongside complexity, quality and workload.
• Ticket ageing: Effective management and reduction of overdue and long-outstanding tickets.
• First-time resolution: Percentage of issues resolved during the initial intervention, where appropriate.
• Ticket quality: Completeness and accuracy of work notes, troubleshooting details, resolution codes and closure information.
• Customer satisfaction: User feedback and service quality following support interventions.
•  Site support effectiveness: Timeliness, planning and completion of onsite visits.
• Asset-management accuracy: Compliance with equipment tracking and asset-record procedures.
• Project delivery: Completion of assigned device deployments, upgrades and remediation activities within agreed timelines.
• Operational compliance: Adherence to security, change-management and IT support procedures.
• Note: Targets should be agreed with management and aligned to the applicable Motus IT SLA and reporting framework.

 Additional Requirements
• A valid driver's licence.
• Willingness and ability to travel to Motus dealerships and business sites within the assigned region.
• Ability to work independently while remaining aligned with the wider Field Services team.
• Flexibility to support planned deployments or operational requirements outside normal working hours when authorised and reasonably required.
• Ability to manage competing priorities and work effectively in a deadline-driven environment.

Working Relationships
Internal
• Motus IT Service Desk.
• ITO Field Services management and technicians.
• ITO Networks.
• ITO DataCentre.
• ITO SecOps.
• Applications and other relevant IT teams.
• Dealership management, business-unit managers and end users.
External
• Approved IT hardware and software suppliers.
• Third-party support providers and service partners.

Expected Outcomes
• Reliable and responsive onsite IT support across assigned Motus locations.
• Improved user productivity and reduced disruption caused by end-user IT incidents.
• Effective control of ticket ageing and SLA performance.
• Accurate equipment and asset records.
• Successful execution of approved IT deployments and upgrade initiatives.
• Consistent service quality, professional user engagement and effective collaboration across Motus IT.