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 or willingness to apply 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.