Job Title: Distributed Field Support Engineer
Location: South West Area
Salary: D.O.E
Interview Process: 2-stage process
Key Responsibilities:
1. Repair, diagnose, and replace PCs, laptops, printers, servers, and retail equipment and associated peripherals.
2. Perform desk side support to clients as requested.
3. Complete part movements (RMA & physical movement) in a timely and accurate manner, returning items as directed by the Branch within company guidelines.
4. Assist other engineers in the delivery of service to customers.
5. Cover site roles where required due to planned or unplanned absence.
6. Achieve KPI target of 5 visits/fixes per day.
7. Communicate with Call Administration and the Branch throughout the day to effectively manage all call details in real time and gain full understanding of the customer’s SLA requirements.
8. Utilise PDA to check and update allocated calls in a timely manner to achieve required commit time, and reflect actual work done in real time by way of accurate and quality updates.
9. Carry out any other reasonable request from line management.
10. Be able to do customer rebuilds and configurations to desk.
11. Carry out AV repairs and printer repairs.
12. Carry out IMAC projects with little supervision.
13. Participate in 24/7 coverage via a rota system.
14. Act as mentor to Grades 1 through 3 Engineers.
15. Train on new technologies such as AV or Cisco as required.
16. Step in for FDM on occasion and/or project manage.
17. Be compliant with management system policies, company policies & guidelines, and take responsibility for health & safety in the workplace.
18. Maintain professionalism and presentability at all times.
19. Hold a full UK driving licence where required to perform the role.
20. Respond to any requests for information from line management in a timely manner.
21. Work a certain amount of overtime when required.
22. Be familiar with customer policies and processes where applicable.
23. Be approachable and accepting of training requirements in relation to the role.
24. Maintain the skills and knowledge required to perform the role to the required standard.
25. Embrace new technologies and adapt to change.
26. Maintain company assets in good working order and general condition.
27. Practice quick win processes.
Skills and Experience:
1. Knowledge of PC, laptop, printer & associated peripherals operation.
2. Familiarity with key clients' specific procedures.
3. Trained in desktop/laptop/printers and servers.
4. Experience with Cisco/Sun.
5. Excellent knowledge of common software products.
6. AV experience.
7. Excellent customer-facing skills.
8. BPSS.
9. SC Clearance.
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