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