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:
Will be required to conduct activities for diagnostics, repair and replace PC's, Laptops, Printers, and retail
equipment with associated peripherals. This may also include basic Servers & relevant network activities in
line with business requirements.
Complete customer rebuilds and configuration to desk
Assist other engineers in the delivery of service to our customers.
Cover site roles where required due to planned or un-planned absence
Achieve the dynamic KPI targets set for your role
Communicate with Call Administration teams and the Field Delivery Manager throughout the day to
effectively manage all call details real time and gain full understanding of the customer's SLA requirements.
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 by way of accurate and quality updates. This will also include
the completion of any part movements and RMA generation.
Assist other engineers to carry out IMAC projects
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 toward...