About the Role
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.
Security clearance will be required for this role.
Key Responsibilities
1. Undertake advanced diagnostics, repair, and replacement of PCs, Laptops, Printers, Servers, relevant network support, retail equipment, and associated peripherals.
2. Complete customer rebuilds and configuration to desk.
3. Assist other engineers in delivering services to customers.
4. Cover site roles as required due to planned or unplanned absence.
5. Achieve dynamic KPI targets set for your role.
6. Communicate with Call Administration teams and the Field Delivery Manager throughout the day to manage call details and understand SLA requirements.
7. Utilise a mobile device to check and update allocated calls in a timely manner, reflecting actual work done and completing part movements and RMA generation.
8. Carry out IMAC projects with minimal supervision and lead when required.
9. Embrace and train on new technologies, maintaining skills and knowledge to perform to standard.
10. Carry out any other reasonable requests from line management.
11. Participate in 24/7 coverage via a rota system.
12. Work overtime when required.
13. Practice 'Quick Win' processes.
14. Act as a mentor to other engineers when required.
15. Be compliant with management system policies, company policies & guidelines, and take responsibility for health & safety.
16. Maintain company assets in good working order and condition.
17. Be familiar with customer policies and processes where applicable.
Skills and Experience
* Must be professional and presentable at all times.
* Must have a full UK driving licence.
* Excellent customer-facing skills are essential.
* Must be self-motivated with good organisational skills and able to work independently.
* Possess or be able to obtain relevant technical certifications, such as CompTIA A+ and CompTIA Server+ or equivalent knowledge/experience.
* Ability to work at height and undertake manual handling activities.
* Display positive behaviours supporting team productivity.
* High standard of communication and interpersonal skills to support colleagues and team members.
Location
Dundee, Scotland
Work Experience
* Systems Administrator
* Solutions Engineer
* Digital Specialist
Languages
* English
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