IT Field Engineer
Covering South East
Salary: DOE
(Security clearance or willingness to apply will be required for this role)
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.
Key Responsibilities:
Practice quick win processes
Repair, diagnose, and replace PCs, laptops, printers, servers, retail equipment, and associated peripherals
Perform desk-side support to our client's customers as requested
Complete part movements (RMA generation and physical movement) in a timely and accurate manner, returning items as directed by the Branch within company guidelines
Assist other engineers in the delivery of service to our client's customers
Cover site roles as required due to planned or unplanned absence
Achieve KPI target of 5 visits/fixes per day
Communicate with Call Administration and the Branch throughout the day to effectively manage all call details in real time and gain full understanding of the customer's SLA requirements
Utilise PDA to check and update allocated calls in a timely manner to achieve required commit time, and reflect actual work done in real time through accurate and quality updates
Carry out any other reasonable request from line management
Be able to carry out customer rebuilds and desk-side configuration
Carry out AV and printer repairs
Be able to deliver IMAC projects with minimal supervision
Participate in 24/7 coverage via a rota system
Act as mentor to Grade 1 through to Grade 3 Engineers
May be expected to train on new technologies such as AV or Cisco
May be expected to step in for FDM on occasion and/or to project manage
Be compliant with management system policies, company policies and guidelines, and take responsibility for health and safety in the workplace
Must be professional and presentable at all times
Must have a full UK driving licence where required to perform the role
Respond to any requests for information from line management in a timely manner
Work a certain amount of overtime when required
Be familiar with customer policies and processes where applicable
Be approachable and accepting of training requirements related to the role
Maintain the skills and knowledge required to perform the role to the required standard
Must be able to embrace new technologies and adapt to change
Maintain company assets in good working order and general condition
Skills and Experience:
Excellent customer-facing skills
AV experience
Excellent knowledge of common software products
Cisco/Sun experience
Trained in desktop, laptop, printer, and server support
Understanding of key client-specific procedures
Knowledge of PC, laptop, printer, and associated peripheral operation
TPBN1_UKTJ