Distributed Support Engineer - Shift 1

Nottinghamshire, UK
11 Jul 2019
21 Jul 2019
Contract Type
Full Time
Overall Job Purpose:

Support the client¯s estate of computers and peripherals within the client¯s environment to ensure the contract SLA is maintained and customer satisfaction is maintained.

Main Duties of the Job:

Skills Knowledge & Experience:

Essential ¨C Experienced IT Support engineer with Hardware Break Fix and Software / Operating System ¨C Desk side Support experience.
öPrevious experience in a field based role with good printer and / or electromechanical experience.

We require good diagnostic and problem-solving skills combined with extensive hardware break fix experience, primarily on Intel desktop, laptop and associated peripherals. Also extensive printer repair experience on major manufacturer¯s equipment, i.e. HP, Lexmark, Epson.

In addition familiarity with network operating systems, MS Office, Windows operating systems would be ideal.

This is a Grade 4 engineering role so a candidate with a minimum of five years experience is required preferably with manufacturers accreditations from HP / IBM etc, plus server accreditation and A+

Must have a full UK driving licence. Requirements to be physically fit, lift, carry and install IT equipment and peripherals, the role will also involve some IMAC work, software re builds, desk moves and telephone patching.
öTo be based out of the SCC Nottingham branch working as a field service engineer, configuring applications and hardware on new and existing IT related devices, devices will include Desktops, Laptops, Thin Client, Printers, Servers, switches/routers and various other IT related devices.
öTo attend required sites and provide timely, quality solutions to application and hardware problems reported by the customer. This will include reloading operating systems, building images, copying user data and other information, identifying required parts, replacing parts
öTo advise the customer of problems and keep them informed and updated of the planned resolution, escalate the call if necessary
öProactively maintain contact with the relevant area coordinators throughout the day to effectively allocate and manage calls efficiently.
öReport call information and part requirement accurately to relevant area coordinators.
öAcknowledge receipt of calls, manage, update and close calls using the agreed procedures and systems.
öTo be able to start and finish work at such time to meet the required contracted Service Level Agreements.
öTo perform duties consummate with the responsibly of the role and adhoc projects as required time to time.
öProvide cover and support for other colleagues as and when required to do so
öManage vehicle stock requirements including loan devices using the agreed procedures and systems.

Key Accountabilities:

öComplete all allocated calls, maintaining high customer satisfaction.
öSystem PDA Utilisation and processes
öEnsure compliance to all company and client procedures and policies
öProvide solutions or advise on technical issues encountered by self and coleagues
öAssist in testing and documenting new solutions for SCC and the customer.

Other Duties:

öTo maintain personal and professional development to meet the constant changes of the role, participating in appropriate training activities provided by SCC.
öUndertake such reasonable duties, training and/or hours of work as the business requirement dictates and which are consistent with the expected level of responsibility of the role.
öTo attend regular team meetings, briefing sessions for staff and staff conference and ensure regular contact is maintained with your line manager and housing officers.
öTo attend regular 1 to 1¯s and annual Individual Performance Planning meetings with your Manager.
öTo promote SCC in a positive and professional manner.
öTo ensure all stores, equipment and parts are kept secured and well maintained.
öTo provide cover for other members of staff during holidays, sickness or other absences and in emergencies.
öCarry out any other reasonable duties as directed by your Manager

Health and Safety Duties
öContinually identify hazards and risks and ensure adequate safety controls are in place and operating satisfactory.
öContinually identify hazards and risks and ensure adequate safety controls are in placöTo be familiar with the Specialist Computer Holdings and client, Health and Safety policy, ensuring a full understanding of its requirement.

Employees must be aware that they have a legal duty under the Health and Safety at Work Act 1974 to take all reasonable care for the health, safety and welfare of themselves and of other persons who may be affected by their acts or omissions at work.

Communication Duties

öCommunicate on a day-to-day basis with all areas of the area structure and Managers/Team Leaders of external areas such as TST, Co-ordination and Logistics, to facilitate the generation of proactive feedback communication concerning the service provision, environmental changes, repairs and future contractual proposals.
öTo communicate and update external and internal customers with issues relating to the maintenance contracts.
öCommunicate requests and ideas to improve the contract, call system and practices to the Operations team leader and/or SCH UK Services senior management.
öTimely and responsive communications both internal and external

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