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