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Information Technology Engineer

3 months ago

Erskine, United Kingdom eTeam Full time

Role Description

The Break Fix engineer is responsible for the effective analysis, diagnosis and repair of a range of device types including laptop, tablet, desktop, printer and mobile telephone technologies. The role will also include both internal and external communication to co-ordinate each request from beginning to end.

Responsibilities

  • Responsible for repairs on customer equipment including laptops, desktops and mobile devices.
  • Diagnosing and troubleshooting computer issues.
  • Responsible for upkeep of repair records using internal asset and tracking system (TIMS).
  • 80% Hardware break/fix - some knowledge of software tools and operating systems to diagnose, fix & install.
  • Uses proactive monitoring procedures to identify problem prevention opportunities and erratic system behaviours.
  • Maintains a high level of customer satisfaction by clarifying customer needs and ensuring that they are met. Including working to service levels and managing ticket in accordance with agreed processes.
  • Contribute to knowledge base articles and operational guides, to aid team members and partners to help troubleshoot similar issues.
  • Be aware of and observe all Health and Safety procedures in accordance with Company policy.
  • Reviews information provided and diagnoses issue based on established procedures and scripts.
  • Resolves problems by following scripts and assessing diagnostic information.
  • Diagnoses basic problems, initiates basic scripts or loads routine patches to implement the activity.
  • Escalates unresolved issues or problems.
  • Supports documentation maintenance by updating information and changes as directed.

Personal Skills, Knowledge & Experience

  • Completion of background investigation
  • Technical aptitude and keenness to learn
  • Fault finding/diagnosis skills
  • Ability to work under pressure
  • Strong accurate Data Entry Skills required
  • Strong people skills.
  • Good moral character
  • Microsoft Office experience and proficiency in Microsoft Excel
  • Positive work history and work ethic
  • Available to work extended hours as required
  • Has the ability to communicate clearly and concisely
  • Experience of various hardware, desktops, laptops, tablets


SC clearance required.