Job Title: Distributed Field Support Engineer
Location: Bournemouth area
Salary: D.O.E
Role purpose:
To attend customer sites to provide support on IT hardware and software products, within the required Service Level Agreement (SLA). To Work efficiently and proactively to deliver IT support services to a wide range of customers.
Car Allowance
Security Clearances Needed
Key responsibilities:
To repair diagnose and replace PC's, Laptops, Printers, Servers and retail equipment and associated peripherals.
To perform desk side support to SCC clients as requested
Complete part movements (RMA generation & physical movement) in a timely and accurate manner, returning items as directed by the Branch within company guidelines.
Assist other engineers in the delivery of service to our customers.
Cover site roles where required due to planned or un-planned absence
Achieve KPI target of 5 visits / fix's per day.
Communicate with Call Administration and the Branch throughout the day to effectively manage all call details real time and gain full understanding of the customer's SLA requirements.
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.
Carry out any other reasonable request from your line management
Be able to do customer rebuilds and configuration to desk
Will carry out AV repairs and Printer repairs.
Will be able to carry out IMAC projects with little supervision
Participate in 24/7 coverage via a rota system
Act as mentor to Grades 1 through to 3 Engineers
May be expected to train on new technologies such as AV or Cisco.
May be expected to step in for FDM on occasion and or to project manage.
Be compliant with management system policies, company policies & guidelines and take responsibility for health & safety in the workplace
Must be professional and presentable at all times.
Must have full UK driving Licence where required to perform the role.
Respond to any requests for information from your line management in a timely manner
Work a certain amount of overtime when required to do so.
Be Familiar with customer policies and processes where applicable
To be approachable and accepting of Training requirements in relation to the role.
To maintain the skills and knowledge required to perform the role to the required standard
Must be able to embrace new technologies and adapt to change.
Company assets to be maintained in good working order and good general condition
Practice quick win processes
Skills and experience:
Knowledge of PC, Laptop, Printer & associated peripherals operation
Key Clients specific procedures
Trained in Desktop/Laptop/Printers and Servers
Cisco/Sun
Excellent knowledge of common software products
AV experience
Excellent customer facing skills