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Job Title: IT Delivery Engineer Site Supervisor
Location: London
Salary: DOE
Role purpose:
Build a relationship to become "the voice of the IT service" with senior Execs, senior managers, and service area leads. Aware that the client is an IT outsource and very little IT expertise or awareness remains, use simple business language to explain and describe the impact of proposed business change on the IT service.
Be the escalation point and communication channel for business-impacting IT service and project issues, inputting into customer operations and risk and business planning.
Provide oversight and coordination of business projects requiring IT change, provide project management of IT service and security improvement projects, provide oversight and coordination of remote IT service changes that affect the customer.
Proactively supervise the day-to-day running of Engineers on customer sites. You will also provide support for IT hardware and software products within the required Service Level Agreement (SLA). Work efficiently and proactively to deliver IT support services to the customer.
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Key responsibilities:
- Conduct daily routine activities ensuring the on-site teams are equipped and prepared for daily tasks. Understanding the requirements of the contract and ensuring that our client has the necessary resources aligned to deliver against SLA.
- Review holiday, training, and absence requests for the team.
- Keep the team informed of updates and communicate as required across the team, ensuring that they understand what is required from a business perspective.
- Diagnose, repair, and maintain hardware (PCs, laptops, local printers, and associated peripherals) covering a number of sites (depending on the customer).
- Complete software incidents to customer/manufacturer procedures and specifications.
- Complete IMAC projects to customer procedures and specifications.
- Installation of hardware to manufacturers'/customers' specifications. Complete IMACs to manufacturers'/customers' specifications with little supervision.
- Communicate with Call Administration and/or Service Delivery Manager and the site throughout the day where required.
- Complete part movements (RMA generation & physical movement) in a timely manner, returning items as directed.
- Achieve the KPI targets set for your role.
- Understand and adhere to all local site-specific Fire, Security, and Health & Safety regulations.
- Ensure all incidents dealt with are processed on the appropriate call management (ITSM) tool and within SLA.
- 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 (where contractually identified).
- 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.
- Maintain company assets to keep them in good working order and good general condition.
- Be familiar with customer policies and processes where applicable.
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Skills and experience:
- Must always be professional and presentable.
- Must have a full UK driving licence where required to perform the role.
- Must have excellent customer-facing skills.
- Must be able to obtain the Government and/or Police Security levels required in order to meet the operational requirements of the role (no caveats).
- The job holder will be required to be self-motivated with good organisational skills and can work unsupervised.
- The job holder must possess or be able to obtain relevant technical certifications.
- The job holder must possess at least CompTIA A+ or have the equivalent knowledge/experience.
- The job holder must possess the ability to work at height and undertake varied manual handling activities.
