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IT Field Support Specialist

2 months ago

Manchester, United Kingdom SCC Full time
About the Role

This is a challenging and rewarding opportunity to join SCC as a Field Support Engineer, working as a key member of our technical team. As a Field Support Engineer, you will be responsible for providing timely and quality solutions to application and hardware problems reported by customers.

Key Responsibilities
  • Configure applications and hardware on new and existing IT related devices, including Desktops, Laptops, Thin Client, Printers, Servers, switches/routers, and other IT related devices.
  • Attend required sites and provide timely, quality solutions to application and hardware problems reported by customers, including reloading operating systems, building images, copying user data and other information, identifying required parts, and replacing parts.
  • Advise customers of problems and keep them informed and updated of the planned resolution, escalating the call if necessary.
  • Proactively maintain contact with relevant area coordinators throughout the day to effectively allocate and manage calls efficiently.
  • Report call information and part requirement accurately to relevant area coordinators.
  • Acknowledge receipt of calls, manage, update, and close calls using agreed procedures and systems.
  • Start and finish work at such times to meet required contracted Service Level Agreements.
  • Perform duties in accordance with the responsibilities of the role and ad-hoc projects as required from time to time.
  • Provide cover and support for other colleagues as and when required.
  • Manage vehicle stock requirements, including loan devices, using agreed procedures and systems.
Requirements
  • Essential: Experienced IT Support engineer with Hardware Break Fix and Software / Operating System – Desk side Support experience.
  • Previous experience in a field-based role with good printer and/or electromechanical experience.
  • Good diagnostic and problem-solving skills combined with extensive hardware break fix experience, primarily on Intel desktop, laptop, and associated peripherals.
  • Extensive printer repair experience on major manufacturer's equipment, HP, Lexmark, Epson.
  • Familiarity with network operating systems, MS Office, Windows operating systems ideal.