Customer Support Engineer
5d ago

Overall Job Purpose

To attend customer sites to provide support of IT hardware and software products within the required Service Level Agreement (SLA).

Provide Technical Support to other staff in Managed Services and incident management of major system outages. Work efficiently and proactively to deliver IT support service to a wide range of customers

Main Duties

  • Project Manage and lead major system outage situations on customer sites. This may include temporary management of other staff to resolve incident.
  • Provide technical support to other Managed services functions.
  • Repair and maintain hardware (Servers, PC’s, Laptops, Printers and associated peripherals).
  • Complete software incidents to customer / manufacturer procedures and specifications.
  • Installation of hardware to manufacturers / customers specification. Complete IMAC’s to manufacturers / customers specifications.
  • Utilise PDA or client systems to check and update allocated calls in a timely manner to achieve required SLA and reflect actual work done in real time.
  • Communicate with Call Administration and the Branch throughout the day.
  • Complete part movements (RMA generation & physical movement) in a timely manner, returning items as directed by the Branch.
  • Achieve KPI targets to include but not conclusive 1st time fix (85%), 5 closures each day, productivity.
  • Work a certain amount of overtime when required to do so.
  • Must be able to embrace new technologies and adapt to change.
  • Understand and adhere to all local site specific Fire, Security and Health & Safety regulations.
  • Ensure all incidents dealt with our processed on the appropriate call management system
  • Carry out any other reasonable request as requested by your line management
  • 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 all SCC polices and processes relevant to the role and / or your responsibilities to SCC and our customers.
  • Be familiar with customer policies and processes where applicable
  • Represent SCC in a professional and positive manner at all times.
  • Skills, Clearance, Knowledge, Experience

  • Laptop / Desktop setup and use.
  • General Hardware knowledge
  • Knowledge of current IT issues
  • Experience of networked systems Service desk and problem solving experience
  • Proficient in Microsoft Windows Office related products
  • Proficient in industry standard hardware items
  • Knowledgeable in IT best practices and procedures
  • General understanding of ITIL terminology and practices
  • Customer focus
  • Remote assistance
  • SCC Technical test min score 85%
  • SC Cleared
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