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Customer Engineer

2 weeks ago


Wolverhampton, United Kingdom Cerco IT LTD Full time

**Customer engineer & Senior Customer Engineer - Wolverhampton & Tewkesbury**

Our client is looking for Customer and Senior Customer Engineers to provide deskside support across sites in Wolverhampton and Tewskbury.

**Customer engineers**:
Work through tickets in our ticket system to resolve colleague issues both remotely and with colleagues at local site.

Deploy hardware to the local site e.g. screens/docks/keyboard/mice to desks

Complete hand over of equipment to colleagues e.g. laptops/phones/tablets

Complete morning checks

Follow ITIL framework for logging service requests, incidents and problems.

Maintain stock levels at the local site

Asset management including disposal, scanning and update of inventory

Provide coverage with other IT staff from 08:00 - 18:00 by working either a 08:00 - 16:00 or 10:00 to 18:00 shift

Suggest ways to improve our service.

Create public and internal KBA for our most common issues to help colleagues self-serve.

**Senior Customer engineers**:
As above but also:
Complete root cause analysis and recommend/implement fixes with our infrastructure/service delivery team

Deal with ticket escalations.

Help ensure SLAs and KPIs are adhered to and escalate as appropriate when targets will be missed.