Senior IT Field Delivery Engineer

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