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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.

Key responsibilities:

Will be required to conduct activities for diagnostics, repair and replace PC's, Laptops, Printers, and retail
equipment with associated peripherals. This may also include basic Servers & relevant network activities in

line with business requirements.

Complete customer rebuilds and configuration to desk
Assist other engineers in the delivery of service to our customers.
Cover site roles where required due to planned or un-planned absence
Achieve the dynamic KPI targets set for your role
Communicate with Call Administration teams and the Field Delivery Manager throughout the day to
effectively manage all call details real time and gain full understanding of the customer's SLA requirements.

Utilise a mobile device 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. This will also include

the completion of any part movements and RMA generation.

Assist other engineers to carry out IMAC projects
Embrace and train on any new technologies and maintain the skills and knowledge required to perform
the role to the required standard. Will also be expected to work towards a basic knowledge of servers and

basic networking equipment.

Carry out any other reasonable request from your line management
Participate in 24/7 coverage via a rota system (where contractually identified)
Work a certain amount of overtime when required to do so
Practice 'Quick Win' processes
Be compliant with management system policies, company policies & guidelines and take responsibility for health & safety in the workplace
Will maintain company assets to keep them in good working order and good general condition 16. Be familiar with customer policies and processes where applicable 

Skills and experience:

Must always be professional and presentable.
Must have a full UK driving licence
Must have excellent customer facing skills.
Must be able to obtain SC Clearance or the willingness to apply
Will be required to be self-motivated with good organisational skills and can work unsupervised
Must possess or can obtain relevant technical certifications
Must possess at least the CompTIA A+ qualification or have the equivalent knowledge / experience
Must possess the ability to work at height and undertake varied manual handling activities
Will display positive behaviours which support team productivity