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:
1. Conduct activities for diagnostics, repair, and replacement of PCs, laptops, printers, and retail equipment with associated peripherals. This may also include basic servers and relevant network activities in line with business requirements.
2. Complete customer rebuilds and configurations to desks.
3. Assist other engineers in the delivery of service to our customers.
4. Cover site roles where required due to planned or unplanned absence.
5. Achieve the dynamic KPI targets set for your role.
6. Communicate with Call Administration teams and the Field Delivery Manager throughout the day to effectively manage all call details in real-time and gain a full understanding of the customer's SLA requirements.
7. Utilise a mobile device to check and update allocated calls in a timely manner to achieve required commit time, and reflect actual work done in real-time with accurate and quality updates. This will also include the completion of any part movements and RMA generation.
8. Assist other engineers in carrying out IMAC projects.
9. Embrace and train on any new technologies and maintain the skills and knowledge required to perform the role to the required standard. Will also be expected to work towards a basic knowledge of servers and basic networking equipment.
10. Carry out any other reasonable requests from your line management.
11. Participate in 24/7 coverage via a rota system (where contractually identified).
12. Work a certain amount of overtime when required.
13. Practice 'Quick Win' processes.
14. Be compliant with management system policies, company policies & guidelines, and take responsibility for health & safety in the workplace.
15. Maintain company assets to keep them in good working order and good general condition.
16. Be familiar with customer policies and processes where applicable.
Skills and experience:
1. Must always be professional and presentable.
2. Must have a full UK driving licence.
3. Must have excellent customer-facing skills.
4. Must be able to obtain SC Clearance or have the willingness to apply.
5. Must be self-motivated with good organisational skills and able to work unsupervised.
6. Must possess or be able to obtain relevant technical certifications.
7. Must possess at least the CompTIA A+ qualification or have equivalent knowledge/experience.
8. Must possess the ability to work at height and undertake varied manual handling activities.
9. Will display positive behaviours that support team productivity.
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