Distributed Support Engineer Grade 3
Job Title of Line Manager:
Operations Team Leader
Number of Staff Supervised:
Job Title of Team Members:
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.
Main Duties of the Job:
Main responsibilities .
To repair diagnose and replace PC's, Laptops, Printers, Servers and retail equipment and associated peripherals.
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.
Achieve KPI target of 5 visits / fix's per day.
Communicate with Call Administration and the Branch throughout the day to effectively manage all call details 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 by way of accurate and quality updates.
Carry out any other reasonable request from your line management
Be able to do customer rebuilds and configuration to desk
Will carry out AV repairs and Printer repairs.
Will be able to carry out IMAC projects under own initiative
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 your line management in a timely manner
Work a certain amount of overtime when required to do so.
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
Skills, Clearances, Knowledge and Experience:
Knowledge of PC, Laptop, Printer & associated peripherals operation
Key Clients specific procedures
Experience in Desktop/Laptop/Printers and Servers
Good customer facing skills
The role will involve working shifts :
9.00am to 5.30pm Monday to Friday
11.00am to 7.30pm Monday to Thursday and 9.00am to 5.00pm
Date of Preparation: Jan 17
Agreed as an accurate by ............................ (Director)
To apply or find out more information about this role, please call: 0121 766 2605
or email: email@example.com