Technical Support Specialist

3 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 PC's, laptops, printers, servers, and retail equipment, as well as associated peripherals.
  • Perform desk-side support for clients as requested.
  • Complete part movements, including RMA generation and physical movement, in a timely and accurate manner, returning items as directed by the branch within company guidelines.
  • Assist other engineers in delivering service to customers.
  • Cover site roles where required due to planned or unplanned absence.
  • Achieve a KPI target of 5 visits/fixes per day.
  • 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.
  • Utilize a PDA to check and update allocated calls in a timely manner to achieve the required commit time and reflect actual work done in real-time by way of accurate and quality updates.
  • Carry out any other reasonable request from line management.
  • Be able to perform customer rebuilds and configuration at the desk.
  • Will carry out AV repairs and printer repairs.
  • Will be able to carry out IMAC projects with little supervision.
  • Participate in 24/7 coverage via a rota system.
  • Act as a mentor to Grades 1-3 Engineers.
  • May be expected to train on new technologies such as AV or Cisco.
  • May be expected to step in for FDM on occasion and/or to project manage.
  • Be compliant with management system policies, company policies, and guidelines and take responsibility for health and safety in the workplace.
  • Must be professional and presentable at all times.
  • Must have a full UK driving license where required to perform the role.
  • Respond to any requests for information from line management in a timely manner.
  • Work a certain amount of overtime when required to do so.
  • 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.
  • Must be able to embrace new technologies and adapt to change.
  • Company assets must be maintained in good working order and good general condition.
  • Practice quick win processes.

Skills and Experience:

  • Knowledge of PC, laptop, printer, and associated peripherals operation.
  • Key clients' 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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