About The Role
We are actively building diverse teams and welcome applications from everyone.
Role: Distributed Support Engineer
Location: Home based (with ad hoc visits on site: Dorset/South Somerset Area)
Contract Type: Permanent
Salary Package: £25,000 - £28,000 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year
Hours: Monday - Saturday (availability to cover 24x7)
Interview Process: 2-stage process
Why SCC?
* An inclusive workplace
* Excellent package: solid basic and company benefits
* Hybrid working & core hours in line with role requirements
* Career development and life-long learning opportunities
* Opportunity to join Europe's largest privately-owned IT Company
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.
Key Responsibilities:
* To repair, diagnose, and replace PCs, 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 unplanned absence.
* Achieve KPI target of 5 visits/fixes per day.
* 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.
* 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 license 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.
About Us
SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.
We are an equal opportunities employer.
SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic.
If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.
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