Distributed Field Support Specialist

4 weeks ago

Plymouth, Plymouth, United Kingdom Verelogic IT Recruitment Full time
Job Title: Distributed Field Support Engineer

Location: South West Area

Salary: D.O.E

Interview Process: 2-stage process

Key Responsibilities:
  • To repair, diagnose, and replace PCs, 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 expected to train on new technologies such as AV or Cisco.
  • To be expected to step in for FDM on occasion and/or to project manage.
  • To be compliant with management system policies, company policies & guidelines, and take responsibility for health & safety in the workplace.
  • To be professional and presentable at all times.
  • To have a full UK driving license where required to perform the role.
  • To respond to any requests for information from line management in a timely manner.
  • To work a certain amount of overtime when required to do so.
  • To be familiar with customer policies and processes where applicable.
  • To be approachable and accepting of training requirements in relation to the role.
  • To maintain the skills and knowledge required to perform the role to the required standard.
  • To be able to embrace new technologies and adapt to change.
  • To maintain company assets in good working order and good general condition.
  • To practice quick win processes.
Skills and Experience:
  • 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.

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