Systems Engineer - East Anglia

Location
Norwich
Salary
£23000 - £25000 per annum
Posted
30 Nov 2017
Closes
28 Dec 2017
Ref
00076402
Contact
Recruitment Genius Ltd
Function
IT
Contract Type
Permanent
Hours
Full Time
The purpose of this position is to provide frontline support for their Managed Desktop Customers for installation and break/fix services on HP desktops.

Through not only reacting to requests driven and presented by the customer, but also anticipating issues and problems and planning or communicating accordingly.

Overview:
They are looking for someone with a mix of skills including, hp hardware (primarily Desktops and Notebooks, however printers and mfd's would be advantageous) Microsoft Windows & any network support preferably with hp accreditation and basic level SC clearance.
- 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.
- Use our call management system (NetHelpdesk) to monitor calls assigned to you and manage the replenishment of parts and returns and manage incident closures with the Service Desk team.
- Identify future failures based on faults, experience consumption within our customer estates.
- Help us maintain accurate customer and asset information within the NetHeldpdesk system by:
a) Appropriately recording IMACS
b) Efficiently recording and following through new deployments.
c) Managing engineering visit outcomes effectively.
- 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:
a) Communicating with customer regarding the status of their requests/issues in a timely fashion.
b) Escalating within the copany any likely service target failures.
c) 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.
- As a key value of all activities, consider customer services and the business as a whole by:
a) Identifying opportunities to improve services or offerings.
b) Promoting consistency amongst the Engineering Team.

Desired skills and abilities

- 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.
- Basic experience of usual MS Office tools, such as Outlook, Word and Excel.
- Comfortable with call management type systems.
- General IT Knowledge, particularly Desktop and imaging products.
- 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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