Distributed Field Support Engineer - Bournemouth

Job Title: Distributed Field Support Engineer

Location: Bournemouth area

Salary: D.O.E

Role purpose:

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. 

Car Allowance

Security Clearances Needed

Key responsibilities:

• To repair diagnose and replace PC's, Laptops, Printers, Servers and retail equipment and associated peripherals.
• To perform desk side support to SCC clients as requested
• 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.
• Cover site roles where required due to planned or un-planned absence
• 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 with little supervision
• Participate in 24/7 coverage via a rota system
• Act as mentor to Grades 1 through to 3 Engineers
• May be expected to train on new technologies such as AV or Cisco.
• May be expected to step in for FDM on occasion and or to project manage.
• 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.
• Be Familiar with customer policies and processes where applicable
• 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
•  Practice quick win processes 

Skills and experience:

• Knowledge of PC, Laptop, Printer & associated peripherals operation                               
• Key Clients specific procedures        
• Trained in Desktop/Laptop/Printers and Servers                                                                                          
• Cisco/Sun  
• Excellent knowledge of common software products                                                                                                                  
• AV experience                                                                                                                                               
• Excellent customer facing skills