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Distributed Field Support Specialist
2 months ago
Location: Multiple locations
Salary: Competitive
Interview Process: 2-stage process
Key Responsibilities:
- To repair, diagnose, and replace PC's, laptops, printers, servers, and retail equipment, as well as associated peripherals.
- To provide desk-side support to clients as requested.
- To complete part movements (RMA generation & physical movement) in a timely and accurate manner, returning items as directed by the branch within company guidelines.
- To assist other engineers in delivering service to customers.
- To cover site roles where required due to planned or unplanned absence.
- To achieve a KPI target of 5 visits/fixes per day.
- To communicate with Call Administration and the branch throughout the day to effectively manage all call details in real-time and gain a full understanding of the customer's SLA requirements.
- To utilize a PDA to check and update allocated calls in a timely manner to achieve required commit time, and reflect actual work done in real-time by way of accurate and quality updates.
- To carry out any other reasonable request from line management.
- To be able to perform customer rebuilds and configuration to desk.
- To carry out AV repairs and printer repairs.
- To be able to carry out IMAC projects with little supervision.
- To participate in 24/7 coverage via a rota system.
- To act as a mentor to Grades 1 through to 3 Engineers.
- To be familiar with customer policies and processes where applicable.
- To be able to embrace new technologies and adapt to change.
- To maintain company assets in good working order and good general condition.
Requirements:
- Knowledge of PC, laptop, printer, and associated peripherals operation.
- Key client-specific procedures.
- Trained in desktop/laptop/printers and servers.
- Cisco/Sun.
- Excellent knowledge of common software products.
- AV experience.
- Excellent customer-facing skills.
- BPSS.
- SC Clearance.