Hardware Specialist

3 weeks ago

London, Greater London, United Kingdom Compass Education Full time

About the Role

We are seeking a skilled Hardware Specialist to join our Onboarding Team. As a key member of our team, you will be responsible for ensuring the seamless operation of card printing systems, thermal printers, and kiosks across multiple school sites in the UK and Ireland.

Key Responsibilities

  • Manage the setup, configuration, and maintenance of card printers, kiosks & thermal printers for optimal performance, including inventory management of supplies.
  • Coordinate the printing and distribution of school ID cards within established timelines and monitor school portals to facilitate the activation and management of school cards.
  • Troubleshoot and resolve card quality and hardware issues, escalating unresolved problems to relevant support teams as necessary.
  • Provide technical support and troubleshooting for kiosks and thermal printers, addressing hardware and software malfunctions and liaising with internal and external teams to resolve complex issues.
  • Escalate unresolved or critical hardware issues to the AU Hardware Team, following established procedures to ensure prompt resolution and minimal disruption.
  • Lead the provisioning of new kiosks and canteen systems, ensuring readiness for deployment.
  • Serve as the primary contact for hardware-related support queries, internally providing technical assistance and troubleshooting services to resolve issues and directly liaising with schools on ID card dispatches.
  • Maintain and manage card management software, working closely with the Onboarding team to deliver training on hardware provisioning processes.
  • Proactively raise hardware support tickets or change requests when hardware issues cannot be resolved internally, ensuring that all necessary details are captured and escalated to the appropriate teams for action.
  • Keep detailed records of all hardware support issues, including ticket statuses and resolutions for transparency with relevant stakeholders.

Requirements

To be successful in this role, you will possess strong technical skills, have a high attention to detail, and the ability to manage competing priorities in a fast-paced environment.

You will also show:

  • Demonstrated experience in hardware setup, maintenance, and troubleshooting, particularly in the context of card printing systems, thermal printers, and kiosk hardware.
  • Strong problem-solving skills with the ability to diagnose and resolve technical issues quickly and effectively.
  • Excellent organisational skills, with a proven ability to manage inventory and track stock levels to meet operational demands.
  • Strong verbal and written communication skills, with the ability to convey technical information clearly and effectively to both technical and non-technical audiences.
  • Experience working collaboratively with support teams, escalating issues when necessary, and ensuring timely follow-up on outstanding issues.
  • A proactive and customer-focused mindset, with a commitment to delivering high-quality service and support.

What We Offer

We are proud to offer a range of benefits to our employees, including:

  • Learning & Development opportunities - we want you to grow and get the most out of your role
  • 25 days Annual Leave + all statutory Public & Bank Holidays.
  • Pension – 9.5% employer contribution.
  • 24/7 access to our confidential Employment Assistance Program (EAP) through the means of face-to-face, livechat and phone support.

We are an equal-opportunity employer and welcome applications from diverse candidates. Prior to commencing employment, we will require verification of unrestricted work rights in the UK.

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