Distributed Support Engineer

We have a new exciting opportunity for a Distributed Support Engineer within our ever expanding business. This is a fantastic opportunity for the right candidate to work within Europe’s largest privately owned IT group.

SCC is the fastest growing division of Specialist Computer Holdings – Europe’s largest independent IT services group. We supply computer hardware and services to commercial and public sector organisations, nationwide.

Main Duties:

Support the Client’s estate of computers and peripherals within the client’s environment to ensure the contract service level agreement is maintained and customer satisfaction is maintained.

• To cover the West Midlands region , 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

• To 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 and replacing parts

• To advise the customer of problems and keep them informed and updated of the planned resolution, escalate the call if necessary

• Proactively maintain contact with the relevant are coordinators throughout the day to effectively allocate and manage calls efficiently

• Report call information and part requirement accurately to relevant area coordinators

• Acknowledge receipt of calls, manage, update and close calls using the agreed procedures and systems

• To be able to start and finish work at such time to meet the required contracted Service Level Agreements

• To perform duties consummate with the responsibility of the role and adhoc projects as required time to time

• Provide cover and support for other colleagues as and when required to do so

• Manage vehicle stock requirements including loan devices using the agreed procedures and systems

• Complete all allocated calls, maintaining high customer satisfaction

• System PDA utilisation and processes

• Ensure compliance to all company and client procedures and policies

• Provide solutions or advice on technical issues encountered by self and colleagues

• Assist in testing and documenting new solutions for SCC and the customer

• To maintain personal and professional development to meet the constant changes of the role, participating in appropriate training activities provided by SCC

• Undertake 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

• To attend regular team meetings, briefing sessions for staff and staff conference and ensure regular contact is maintained with your line manager and housing officers

• To attend regular 1:1’s and annual individual performance planning meetings with your manager

• To promote SCC in a positive and professional manner

• To ensure all stores, equipment and parts are kept secure and well maintained

• To provide cover for other members of staff during holidays, sickness or other absences and in emergencies

• Carry out other reasonable duties as directed by your Manager

• Continually identify hazards and risks and ensure adequate safety controls are in place and operating satisfactory

• To be familiar with the SCC and client, Health and Safety policy, ensuring a full understanding of its requirement

• Communicate 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

• To communicate and update external and internal customers with issues relating to the maintenance contracts

• Communicate requests and ideas to improve the contract, call system and practices to the Operations Team Leader and / or SCC UK Services senior management

• Timely and responsive communication both internal and external

Skills, Knowledge & Experience:

• Experienced IT Support Engineer with Hardware Break fix and Software / operating system desk side support experience

• Previous 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 manufacturers equipment i.e. HP, Lexmark, Epson

• In additional familiarity with network operating systems, MS Office, Windows operating systems would be ideal

• Minimum 5 years’ experience is required preferably with manufacturers accreditations from HP/ IBM / Lenovo etc… plus server accreditation

• Must have a full UK driving license

To apply for this job please visit the following URL: http://itjobpro.co.uk/111312 →