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  • Job Type: Permanent
    Location:
    Job ID: 75969
    Company: SCC
    Job Title:

    Distributed Support Engineer Grade 3

    Job Title of Line Manager:

    Operations Team Leader

    Department:

    Managed Services

    Section Name:

    Distributed Services

    Number of Staff Supervised:

    None

    Job Title of Team Members:

    N/A

     

    Overall Job Purpose:
    To attend customer sites to provide support on IT hardware and software products, within the required Service Level Agreement (SLA).  To Work efficiently and proactively to deliver IT support services to a wide range of customers.

     

     

    Main Duties of the Job:

    Main responsibilities.

     

    ·         To repair diagnose and replace PC’s, Laptops, Printers, Servers and retail equipment and associated peripherals.

    ·         Complete part movements (RMA generation & physical movement) in a timely and accurate manner, returning items as directed by the Branch within company guidelines.

    ·         Assist other engineers in the delivery of service to our customers.

    ·         Achieve KPI target of 5 visits / fix’s per day.

    ·         Communicate with Call Administration and the Branch throughout the day to effectively manage all call details real time and gain full understanding of the customer’s SLA requirements.

    ·         Utilise 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.

    ·         Carry out any other reasonable request from your line management

    ·         Be able to do customer rebuilds and configuration to desk

    ·         Will carry out AV repairs and Printer repairs.

    ·         Will be able to carry out IMAC projects under own initiative

    ·         Be compliant with management system policies, company policies & guidelines and take responsibility for health & safety in the workplace

    ·         Must be professional and presentable at all times.

    ·         Must have full UK driving Licence where required to perform the role.

    ·         Respond to any requests for information from your line management in a timely manner

    ·         Work a certain amount of overtime when required to do so.

    ·         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 to be maintained in good working order and good general condition

     

     

     

    Skills, Clearances, Knowledge and Experience:
     

    ·          Knowledge of PC, Laptop, Printer & associated peripherals operation

    ·          Key Clients specific procedures

    ·          Experience in Desktop/Laptop/Printers and Servers

     

    ·          AV experience

     

    ·          Good customer facing skills

    The role will involve working shifts :

    Week 1

    9.00am to 5.30pm Monday to Friday

    Week 2

    11.00am to 7.30pm Monday to Thursday and 9.00am to 5.00pm

     

     

     

     

     

     

     

     

     
     

     

    Date of Preparation: Jan 17

     

     

    Agreed as an accurate Job Description by ……………………….   (Director)