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Role: IT Field Delivery Engineer
Location: Bristol Bath TauntonÂ
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:
- Conduct 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.
- Complete customer rebuilds and configuration at desk level.
- Assist other engineers in delivering service to our customers.
- Provide cover for site roles where required due to planned or unplanned absence.
- Achieve the dynamic KPI targets set for the role.
- 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.
- Utilise a mobile device to check and update allocated calls in a timely manner to achieve the required commit time and accurately reflect work done through quality updates. This also includes the completion of any part movements and RMA generation.
- Assist other engineers in carrying out IMAC projects.
- Embrace and undertake training on new technologies, maintaining the skills and knowledge required to perform the role to the required standard. Expected to work towards a basic knowledge of servers and networking equipment.
- Carry out any other reasonable requests from line management.
- Participate in 24/7 coverage via a rota system (where contractually identified).
- Work a certain amount of overtime when required.
- Follow 'Quick Win' processes.
- Comply with management system policies, company policies, and guidelines, taking responsibility for health and safety in the workplace.
- Maintain company assets in good working order and general condition.
- Be familiar with customer policies and processes where applicable.
Skills and Experience:
- Must always be professional and presentable.
- Must have a full UK driving licence.
- Must have excellent customer-facing skills.
- Must be able to obtain SC Clearance or be willing to apply.
- Must be self-motivated with good organisational skills and the ability to work unsupervised.
- Must possess or be able to obtain relevant technical certifications.
- Must hold at least the CompTIA A+ qualification or have equivalent knowledge/experience.
- Must be capable of working at height and undertaking varied manual handling activities.
- Must display positive behaviours that support team productivity.
