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:

• Conduct diagnostics, repair, and replacement of PCs, laptops, printers, and retail equipment with associated peripherals. This may also include basic servers and relevant network activities in line with business requirements.

   

• Complete customer rebuilds and configuration at desk level.

   

• Assist other engineers in delivering service to our customers.

   

• Provide cover for 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 a full understanding of the customer's SLA requirements.

   

• Utilise a mobile device to check and update allocated calls in a timely manner to achieve the required commit time and accurately reflect work done through quality updates. This also includes the completion of any part movements and RMA generation.

   

• Assist other engineers in carrying out IMAC projects.

   

• Embrace and undertake training on new technologies, maintaining the skills and knowledge required to perform the role to the required standard. Expected to work towards a basic knowledge of servers and networking equipment.

   

• Carry out any other reasonable requests from line management.

   

• Participate in 24/7 coverage via a rota system (where contractually identified).

   

• Work a certain amount of overtime when required.

   

• Follow 'Quick Win' processes.

   

• Comply with management system policies, company policies, and guidelines, taking 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 have a full UK driving licence.

   

• Must have excellent customer-facing skills.

   

• Must be able to obtain SC Clearance or be willing to apply.

   

• Must be self-motivated with good organisational skills and the ability to work unsupervised.

   

• Must possess or be able to obtain relevant technical certifications.

   

• Must hold at least the CompTIA A+ qualification or have equivalent knowledge/experience.

   

• Must be capable of working at height and undertaking varied manual handling activities.

   

• Must display positive behaviours that support team productivity.