Distributed Support Engineer

Role: Distributed Support Engineer

Location: Home based (with ad hoc visits on site:Dorset/South Somerset Area)

Contract Type: Temp to Perm

Salary Package: Large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year

Hours: Monday - Saturday (availability to cover 24x7)

Interview Process: 2-stage process

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 Clearances Needed

Key responsibilities:

• To repair diagnose and replace PC’s, Laptops, Printers, Servers and retail equipment and associated peripherals.
• Complete part movements (RMA generation & physical movement) in a timely and accurate manner, returning items as directed by the Branch within company guidelines.
• Assist other engineers in the delivery of service to our customers.
• Cover site roles where required due to planned or un-planned absence
• Achieve KPI target of 5 visits / fix’s per day.
• Communicate with Call Administration and the Branch throughout the day to effectively manage all call details real time and gain full understanding of the customer’s SLA requirements.
• Utilise PDA 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.
• Carry out any other reasonable request from your line management
• Be able to do customer rebuilds and configuration to desk
• Will carry out AV repairs and Printer repairs.
• Will be able to carry out IMAC projects with little supervision
• Participate in 24/7 coverage via a rota system
• Act as mentor to Grades 1 through to 3 Engineers
• May be expected to train on new technologies such as AV or Cisco.
• May be expected to step in for FDM on occasion and or to project manage.
• Be compliant with management system policies, company policies & guidelines and take responsibility for health & safety in the workplace
• Must be professional and presentable at all times.
• Must have full UK driving Licence where required to perform the role.
• Respond to any requests for information from your line management in a timely manner
• Work a certain amount of overtime when required to do so.
• Be Familiar with customer policies and processes where applicable
• To be approachable and accepting of Training requirements in relation to the role.
• To maintain the skills and knowledge required to perform the role to the required standard
• Must be able to embrace new technologies and adapt to change.
• Company assets to be maintained in good working order and good general condition
• Practice quick win processes

Skills and experience:

• Knowledge of PC, Laptop, Printer & associated peripherals operation
• Key Clients specific procedures
• Trained in Desktop/Laptop/Printers and Servers
• Cisco/Sun
• Excellent knowledge of common software products
• AV experience
• Excellent customer facing skills