Service Delivery Engineer

3 weeks ago


Gosforth, United Kingdom Cerco IT LTD Full time

Service Delivery Engineer - Cumbria

Full Time/Permanent - £25,000 per annum

37.5hrs per week

**Objectives**

Provide deskside support for all customer IT related Incidents or Requests, relating to both hardware and software. To meet our customer needs there is an expectation that the core working hours are spent on customer sites.

The environment in which this role operates is fast paced and continually challenging; as such, to meet our customer needs, the role calls for a high level of flexibility.

**Responsibilities**
- To triage Incidents accurately using the Known Error Database or seeking guidance from relevant staff
- Perform Break Fix on all supported IT equipment (desktop/laptop/tablet/printer/phone) where a known fix is available, ensuring normal service is restored as quickly as possible (or a work around provided) with mínimal disruption to the customer, ensuringthe customer is kept fully up to date with progress
- To replace consumable kit when spares are available, enabling a quick resolution with minimum inconvenience to the end user
- To perform IMAC activities when formal requests are raised
- Manage individual queues to given targets with zero intervention from Team Leader
- Ticket logs are maintained in a timely and efficient manner (in line with SLA’s)
- Constantly review all tickets in individual queue (supporting set KPI’s)
- Working to aid avoidance of SLA breach on tickets.
- Manage aged tickets to closure
- Maintain regular contact with Workflow Managers and other staff as required
- To carry out all reasonable tasks as requested by SSA Team Leader
- Periodically review Company Security Policies - centrally hosted on the Intranet - to ensure full compliance with current legal, regulatory and company requirements.
- Carry out any 'ad hoc’ tickets/none ticketed/project work as and when required.
- To be compliant with health and safety company policy and legislation at all times.

**Knowledge, Skills, Experience**

Knowledge / Skills
- PC literate
- Customer liaison skills
- Interpretation of data & actions
- Decision making.
- Windows OS literate
- Basic knowledge of Server OS and navigation if needed as eyes and ears for smart hands calls
- Experience with Active Directory (not essential)
- Basic hardware knowledge, Laptop Keyboards, Memory, Hard drives
- Experience with network fault troubleshooting (not essential)
- Experience with Network builds (not essential)
- Experience with network printer installs and configuration (not essential)
- Experience with VPN and remote work on machines
- Good troubleshooting skills

Experience
- IT engineering experience - ideally 2 years
- A good understanding of analytical troubleshooting
- A good understanding of networks and windows Operating systems
- Must be able to diagnose and repair desktops and laptops
- Desktop and laptop accreditation desirable
- Knowledge of specific customer software desirable
- Full UK Driving Licence

Behaviours
- Team Working**:Makes solid efforts to integrate into the team and positively contributes to Team objectives and morale. Demonstrates willingness to work across teams and to learn new skills
- Communication**:Demonstrates clear and concise written, oral and listening skills, extending to communicating technical jargon in simple terms to customers and in an appropriate manner.
- Problem Solving and Decision Making**:Shows evidence of handling majority of issues/problem escalations and suggest resolutions.
- Flexibility**:Shows evidence of being able to adapt to new situations outside of assigned team.
- Attitude**:Can Do Attitude.Demonstrates drive and determination in coping with difficult situations.
- Self-Management**:Demonstrates evidence of good timekeeping, professional appearance and time management, ability to work under pressure or to tight deadlines.
- Customer Service**:Demonstrates awareness of customer and business needs. Displays tact & diplomacy
- Ticket Quality**:Demonstrates expected Quality requirements consistently, attention to detail

**Working Location/Environment**

You will be expected to travel between customer sites; therefore a full UK Driving Licence is essential


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