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  • Job Type: Permanent
    Categories: IT Jobs
    Location: Reading, Southampton
    Job ID: 158861
    Company: SCC

    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 responsibilities.

    • To repair diagnose and replace PC’s, Laptops, Printers, Servers and retail equipment and associated peripherals.
    • To perform desk side support to SCC clients as requested
    • 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.
    • Cover site roles where required due to planned or un-planned absence
    • 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 with little supervision
    • Participate in 24/7 coverage via a rota system
    • Act as mentor to Grades 1 through to 3 Engineers
    • May be expected to train on new technologies such as AV or Cisco.
    • May be expected to step in for OTL on occasion and or to project manage.
    • 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.
    • 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 to be maintained in good working order and good general condition
    • Practice quick win processes

    Skills, Clearances, Knowledge and Experience:

    Knowledge of PC, Laptop, Printer & associated peripherals operation

    Key Clients specific procedures

    Trained in Desktop/Laptop/Printers and Servers


    Excellent knowledge of common software products

    AV experience

    Excellent customer facing skills


    SC Clearance