Role: Senior IT Field Delivery Engineer
Location: Bracknell
Role Purpose:
This is a fantastic opportunity to join our client where you will 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:
To repair, diagnose and replace PCs, laptops, printers, servers, retail equipment and associated peripherals
To perform desk-side support to our client as requested
Complete part movements (RMA generation & 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 customers
Cover site roles where 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 our client'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 by way of accurate and quality updates
Carry out any other reasonable request from line management
Be able to complete customer rebuilds and configuration to desk
Will carry out AV repairs and printer repairs
Will be able to carry out IMAC projects with little supervision
Participate in 24/7 coverage via a rota system
Act as mentor to Grades 1 through 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 & guidelines, and take responsibility for health & safety in the workplace
Must be professional and presentable at all times
Must have 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 our client's policies and processes where applicable
To be approachable and accepting of training requirements in relation to the role
To 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
Company assets to be maintained in good working order and good general condition
Practice quick win processes
Skills and Experience:
Knowledge of PC, laptop, printer and associated peripherals operation
Familiarity with key client-specific procedures
Trained in desktop/laptop/printers and servers
Cisco/Sun
Excellent knowledge of common software products
AV experience
Excellent customer-facing skills
SC clearance
Technical test score of 85% or above