EUS Hardware Support Engineer

5 months ago

West Midlands, United Kingdom Tata Consultancy Services Full time

Role: EUS Hardware Support Engineer

Job Type: Permanent

Location: West Midlands (Gaydon, Whitley, Castle Bromwich)


Ready to utilise your skills and knowledge in End user devices, delivering exceptional customer service?

Are you passionate about providing your technical guidance to ensure incidents resolution, problem management and process improvement?


We have an exciting role for you – End User Hardware Support Engineer


Careers at TCS: It means more

TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

  • Be part of an exciting team where you will be challenged every day.
  • Work closely with the range of teams within the business to bring products to life.
  • Work with customers and identify opportunities to support their strategy and improve their processes across functions.


The Role:

As an End User Hardware Support Engineer, you will be responsible for Plant Floor & Eng sites, being at the front-line team, dealing with End User Incidents and owning all IT related issues on behalf of our clients. You will be working within a large multi-disciple, multi-site team - the EUS H/W support team - focused on Incident resolution, problem management and process improvement.


Key Responsibilities:

  • Understand the Business from a user’s perspective. Remain visible to customers as the face of IT to listen to their concerns and share as needed.
  • Proactively take responsibility, own any issues arising and follow through to resolve them (get the required result).
  • Make customer-oriented decisions and ensure exceptional customer service.
  • Ensure that problems are logged, investigated, resolved and closed within agreed timescales.
  • Complete data analysis to identify focus points for problem resolution based on customer impacts and documenting RCA’s.
  • Identify and drive through Service Improvements and Incident Reduction.
  • Identify and document User and Service Risks and Issues.
  • Co-ordinate incident resolution activity within and across IT teams, to ensure actions are completed within timescales.
  • Work collaboratively with a range of people to support the wider business agenda.
  • Always remain focused on the most critical / impactful task to hand using all resources efficiently and effectively.
  • Possess a clean valid UK driving license as there will be requests to support nearby Satellite sites.



Your Profile:

Key skills/knowledge/experience:

  • Excellent Working Knowledge Plant IT/Manufacturing devices, such as HP laser, thermal and impact printers is a key requirement.
  • Specific knowledge of any or all of the following: Fujitsu, Intermec PX6i, Zebra 110 & ZT series, Microplex Solid T4, Printronix T8000 will be a distinct advantage
  • Excellent working knowledge of Dell Laptop/Desktop and engineering workstations. Dell accredited technician status or achievable for warranty purposes.
  • Proven experience of making customer-oriented decisions, sharing great stories of exceptional customer service.
  • Practical methodical approach for fault diagnosis and remediation.
  • Good awareness of Occupational Health and H&S Standards, working in a manufacturing environment.
  • Ability to understand the Business from a user’s perspective. Remains visible to customers as the face of IT to listen to their concerns and share as needed.
  • Ability of working under pressure to strict SLA requirements.
  • IT Literate with good communication skills.
  • Ability and confidence to work alone when required.


Good to have:

  • Basic Windows OS level troubleshooting skills.


Rewards & Benefits

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts within the larger Tata network.


Diversity, Inclusion & Wellbeing

At TCS, we believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity motto is ‘Inclusion without Exception’.

You’ll find a welcoming culture and many internal volunteering and social networks to join. Our diversity, inclusion and social activities involve 12 employee networks including LGBTQ+ & Allies, mental health, disability & neurodiversity inclusion and many more, as well as health & wellness initiatives and sports events (we even sponsor the London Marathon).

We are open to all and treat applications equally, regardless of ethnicity, disability, gender identity, gender reassignment, age, sexual orientation, or beliefs.


If you are an applicant who needs a reasonable accommodation due to Disability or Neurodiverse Condition to complete an employment application, or during any phase of the hiring process, please contact us at pranali.bole@tcs.com with the subject line: “Reasonable Accommodation Request”.


Due to a high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.


Application Process

1. Online application > 2. Technical discussion > 3. Managerial discussion > 4. HR discussion


Join us and do more of what matters. Apply online now.

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