LOCATION: Birmingham/Midlands area Work vehicle and fuel costs are provided. KEY RESPONSIBILITES Intrusive repairs Multi Function Printer’s (MFP). Desktop, Laptop and printer maintenance/repair. Receive and manage incidents, installations and changes through the incident management system and provide real time accurate feedback on progress and completion, return all paperwork on time for contracts where required Provide problem isolation and resolution, using diagnostic and analytical troubleshooting and liaising with A&O and customer helpdesks where appropriate To understand current processes and work with management to improve productivity, utilisation and customer satisfaction Provide an excellent level of customer service that exceeds customer expectations Understand and adhere to all documented company processes and expectations including customer specific instructions. Manage and apply the specified level of urgency to escalations and requests for information. Assess the severity of a situation and business impact, raising management escalations when required Complete all tasks/activities specified by management to be in line with business requirements Form part of the shift/standby rota as and when required or requested by A&O management Manage local spares and ensure all systems are updated and accurate Complete quarterly audits Complete all online training as requested in the timeframe specified REQUIRED SKILLS & QUALIFICATIONS: Experience of completing intrusive repairs Multi Function Printer’s (MFP). Will be required to move and lift large MFPs therefor a good level of fitness will be required Ability to communicate at all levels Valid UK Driving Licence Ability to remain calm under pressure and work to measured response targets. Provide physical hands and feet support for end user desk moves, printer physical moves, DC racking, Server checks, Tape rotation etc. Proven desk side support experience Proven knowledge of Microsoft Windows operating systems Proven knowledge in supporting Microsoft Office Proven experience as a hardware engineer in Desktop, Laptop and printer maintenance/repair Working knowledge of server hardware Organised, able to manage time and prioritise tasks Excellent administration skills Flexible on working hours & overtime Willing to travel and drive a Luton style van when required Desirable: Transferable SC Clearance ABOUT US: A&O IT Group is an award-winning, fast-growth, global IT services and cyber security consultancy operating in over 130 countries. A&O IT Group is proud to sit within the Stock Exchange's Top 1000 most inspirational companies in the UK.