IT Field Engineer

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