Systems Engineer

Recruitment Genius Ltd
London (Greater)
£22k - £26k pa
02 Nov 2017
16 Nov 2017
Contract Type
Full Time
Through not only reacting to requests driven and presented by the customer, but also anticipating issues and problems and planning or communicating accordingly.

A key element of this role is to combine the above with incident and parts administration and coordination of replenishments, service desk and customer services activity in other teams. The prestigious London Further Education Customer base is strategically very important to the company in order to manage service and develop further within the region.

Key Tasks

We are looking to expand our current technical services department in order to support an ever expanding customer base in Managed Print. We are looking for someone with a mix of skills including, hp hardware (printers, mfp's), Additional SafeCom knowledge and experience would be hugely beneficial.
- Break Fix support for all supported hardware, installation and configuration of new hardware & software and to provide remote support for the purpose of troubleshooting and resolving issues.
- Identify future failures based on faults, experience consumption within our customer estates.
- Facilitate as much as possible first visit fix within front line support for customer faults, by pre-vetting calls and ensuring that parts required are shipped or identified ahead of visits.
- Adopt a service view of managing customer faults from the initial contact to resolution by:
Communicating with customer regarding the status of their requests/issues in a timely fashion.
Escalating within the company any likely service target failures.
Coordinate and communicate activities between the sales, engineering, orders and other teams to ensure that a quality service is presented to the customer.
- Follow best practice to ensure that all SLA's are met and provide total customer satisfaction and where necessary recommend improvements to best practice across the entire team.
- Facilitate Paper and Consumable replenishment within the fleet working to a just in time methodology in order to ensure minimum downtime and restrictions of service.

Desired Skills

- HP accreditation in at least one of the areas mentioned above, either current or expired or equivalent experience in this area.
- Previous self-managing and field working experience.
- Preferable SC or ability to achieve a level of security clearance. Some of our customers are Education, Authority and some of our work is 'air-side' within airport businesses.
- Basic experience of usual MS Office tools, such as Outlook, Word and Excel.
- Comfortable with call management type systems.
- General IT Knowledge, particularly printing and imaging products.
- Ability to work within multiple collaborative teams.
- Excellent Verbal and written Communication skills.
- Ability to organise resources and plan to meet contract driven SLA's.
- Display exceptional follow-through, personal drive and the desire to make a difference.
- Familiarity of the IT industry and Public Sector organisations also helpful.
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