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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.
Security clearance will be required for this role.
Key responsibilities:
- Will be required to undertake advanced diagnostics, repair, and replace PCs, Laptops, Printers, Servers, relevant network support, retail equipment, and associated peripherals.
- 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 unplanned 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 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 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.
- Will be able to carry out IMAC projects with little supervision and lead as and when required.
- Will embrace and train on any new technologies and maintain the skills and knowledge required to perform the role to the required standard.
- Carry out any other reasonable request from your line management.
- Participate in 24/7 coverage via a rota system.
- Work a certain amount of overtime when required to do so.
- Practice 'Quick Win' processes.
- Act as a mentor to other engineers when required.
- 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.
- 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.
- 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+, CompTIA Server+ qualifications, or have the equivalent knowledge/experience.
- Must possess the ability to work at height and undertake varied manual handling activities.
- Will display positive behaviours that support team productivity.
- Must have a high standard of communication and interpersonal skills to support colleagues and team members.
