Technical Service Engineer

3 weeks ago

Sheffield, United Kingdom Page Outsourcing Full time

Key Purpose of Role


To work on site at various customer sites around the UK where required. Maximising team effectiveness and productivity and ensuring all contractual SLA’s are met and deliver a world class customer experience.

An excellent communicator, the Engineer will report to the Workforce Team Manager, however, will undertake activities allocated by the Customer and senior engineer on site. This role is UK wide and the successful candidate will be required to travel over the UK to provide cover to the Technical Services Engineering teams absence, or additional resource should volumes require.


KEY ACCOUNTABILITIES

(the core activities, outputs expected of the role, regulatory & legal requirements)


  • To Conduct and respond to customer requests against a customer defined SLA
  • Ensuring that all incidents are cleared down in real-time and updating the Incident Management System.
  • Maintaining a high level of service at all times with response time and escalation parameters


GENERAL DUTIES & RESPONSIBILITIES:


  • To take, log and manage incidents or as assigned to you on the Incident Management System through to resolution through the use of correct systems and management escalation paths where applicable
  • Work in a shift pattern between the hours of 08:00 and 18:30 on site (7.5hr day)
  • Ensure that the Incident Management System is updated with all activities undertaken by you with corrective actions taken, or scheduled with the client.
  • Distribute other work out to colleagues in the team where necessary.
  • Will be first point of contact for escalations by users and be the first line resolver of any issues
  • Will be required in some cases to work outside core hours on supporting events / fault resolution / System upgrades
  • To assume the role of Company ambassador providing the highest levels of customer service
  • Identify potential business opportunities for the Company
  • Accurately implement and work in line with Company policies and procedures
  • Project a professional image at all times
  • Maintain professional standards of quality of work, personal presentation and personal conduct in relation to yourself and your team
  • Maintain an accurate diary, utilising communications equipment and remain as accessible as possible throughout the working day
  • To attend internal and external training courses relevant to Company products, as required.
  • Ensure that you obtain permission before incurring costs for which you expect the Company to reimburse you
  • Ensure that all Company matters are kept confidential by you at all times
  • Ensure all administrative returns are made on a strict and regular basis
  • Take good care of all Company supplied tools and equipment
  • Carry out duties in accordance with the Company’s Equal Opportunities and Health & Safety Policies
  • Carry out additional responsibilities as requested by the Management Team


TECHNICAL SKILLS


  • Ability to assess, interpret and apply known skills to a range of site based problems that may arise
  • A good understanding of operating systems and networking.
  • A good understanding of Microsoft products including Office and Windows 10/11
  • Utilisation of your knowledge and expertise in attending customer sites to provide an effective, highly professional solution to reported problems, including the proficient diagnosis and repair of equipment
  • Provision of effective, highly professional installation services, including site surveys, audits, de-installations, moves and preventative maintenance work, within the required timescales.
  • Provision of technical assistance when required to other colleagues
  • Provision of technical vetting as and when required


TECHNICAL REQUIRMEMNTS

  • Windows 10 // Windows 11
  • Office 365 suite
  • Active Directory
  • Microsoft SCCM
  • MS Exchange
  • MS Server
  • Intune
  • Previous experience with ServiceNow


PERSONAL SKILLS

  • Excellent Communication
  • Ability to work in high pressure environments
  • Previous experience with VIP’s
  • Excellent Customer Service Skills
  • Dedicated
  • Willing to go that extra mile
  • Excellent document writing skills
  • Previous experience of managing your own site is essential

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