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We are recruiting for an SC Cleared IT Engineer for a leading IT Service provider based on site in Redhill.
Overview of role
Onsite support is a client-facing resolver group. The role involves working face-to-face with users to fix hardware issues or software issues where the service desk are unable to assist. Responsibilities include working on tickets assigned by Helpdesk/Level 2 / Self-service, ranging from fixing hardware, correcting cabling faults, replacing user iPhones (as requested by Telephony team), and software re-builds. The role also involves moving users within buildings and between sites, often requiring out-of-hours support, for individual users or groups up to 50+.
Responsibilities
1. Prioritize and coordinate work schedules to meet business and customer needs and deadlines.
2. Communicate effectively on complex issues to meet requirements and prevent escalations.
3. Follow company Information Security Policies and report security events or risks.
4. Support and advise customers to resolve queries satisfactorily and escalate when necessary.
5. Work collaboratively within a team environment.
6. Be flexible and adaptable to changing business needs and follow management requests.
7. Manage ticket queues and ownership, ensuring adherence to best practices.
8. Contact users to schedule appointments, update tickets, and meet SLA commitments.
9. Prepare IT equipment for new starters/leavers and install equipment at desks.
10. Serve as the first point of contact and escalation for technical support within the helpdesk.
This is an umbrella contract role, inside IR35.
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