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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 towards a basic knowledge of servers and
basic networking equipment.
- Carry out any other reasonable request from your line management
- Participate in 24/7 coverage via a rota system (where contractually identified)
- Work a certain amount of overtime when required to do so
- Practice 'Quick Win' processes
- Be compliant with management system policies, company policies & guidelines and take responsibility for health & safety in the workplace
- Will 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:
- 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 the willingness to apply
- Will be required to be self-motivated with good organisational skills and can work unsupervised
- Must possess or can obtain relevant technical certifications
- Must possess at least the CompTIA A+ qualification or have the equivalent knowledge / experience
- Must possess the ability to work at height and undertake varied manual handling activities
- Will display positive behaviours which support team productivity
