Senior IT Field Engineer
Belfast
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:
Undertake advanced diagnostics, repair, and replacement of 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 client's customers
Cover site roles where required due to planned or unplanned absence
Achieve the dynamic KPI targets set for the role
Communicate with Call Administration teams and the Field Delivery Manager throughout the day to effectively manage all call details in real time and gain 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 times, and reflect actual work done in real time through accurate and quality updates. This also includes completing any part movements and RMA generation
Deliver IMAC projects with minimal supervision and take the lead when required
Embrace and train on new technologies, maintaining the skills and knowledge required to perform the role to the required standard
Carry out any other reasonable requests from line management
Participate in 24/7 coverage via a rota system
Work a reasonable amount of overtime when required
Practice 'Quick Win' processes
Act as a mentor to other engineers as needed
Comply with management system policies, company policies and guidelines, and take responsibility for health and safety in the workplace
Maintain company assets in good working order and general condition
Be familiar with customer policies and processes where applicable
Skills and Experience:
Must always be professional and presentable
Must hold a full UK driving licence
Excellent customer-facing skills
Self-motivated with strong organisational skills and ability to work unsupervised
Possession of, or ability to obtain, relevant technical certifications
CompTIA A+, CompTIA Server+ qualifications (or equivalent knowledge/experience) are required
Ability to work at height and perform varied manual handling activities
Demonstrates positive behaviours that support team productivity
High standard of communication and interpersonal skills to support colleagues and team members