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  • Job Type: Permanent
    Categories: IT Jobs
    Location: Edinburgh, Glasgow, Livingston, Scotland
    Job ID: 167101
    Company: SCC

    Overall Job Purpose:

    To attend customer sites to provide support of IT hardware and software products, within the required Service Level Agreement (SLA). Provide Technical Support to other staff in Managed Services and incident management of major system outages. Work efficiently and proactively to deliver IT support service to a wide range of customers

    Main Duties of the Job:

    Core hours are 9-5.30 Mon – Fri but you will also be part of the 24×7 rota on a one in four basis (flexibility required)

    • Project Manage and lead major system outage situations on customer sites. This may include temporary management of other staff to resolve incident.
    • Provide technical support to other Managed services functions.
    • Repair and maintain hardware (Servers, PC’s, Laptops, Printers and associated peripherals).
    • Complete software incidents to customer/manufacturer procedures and specifications.
    • Installation of hardware to manufacturers/customers specification. Complete MAC’s to manufacturers/customers specifications.
    • Utilise PDA to check and update allocated calls in a timely manner to achieve required SLA and reflect actual work done in real time.
    • Communicate with Call Administration and the Branch throughout the day.
    • Complete part movements (RMA generation & physical movement) in a timely manner, returning items as directed by the Branch.
    • Achieve KPI targets to include but not conclusive 1st time fix (85%), 5 closures each day, productivity.
    • Work a certain amount of overtime when required to do so.
    • Understand and adhere to the company’s policies and procedures.
    • Must be professional and presentable at all times.
    • Act as mentor to grade 1, 2 and 3 Engineers as and when required.
    • Must be able to embrace new technologies and adapt to change.
    • Understand and adhere to all local Fire, Security and Health & Safety regulations.
    • Complete the necessary Health and Safety training
    • Participate within an on-call roster and engage in out of hours activities as required
    • Adhere to all security policies
    • Must have full UK driving Licence
    • Able to acquire Security Clearance to required levels
    • “To undertake Health and Safety activities commensurate with post and or SCC Group Health and Safety Policy “

    Skills, Knowledge and Experience:

    Specialisation in one key technology A Accreditation
    Accreditation in Server /MFD Printer or O/S A Accreditation
    Accreditation in at least one Tier 1 Product A Accreditation
    (Desktop /Laptops /Printer)
    MCP / MCSE Accreditation A Accreditation
    Experience in other Tier 1 Products E Experience
    (Desktop /Laptops /Printer)
    Tier 2 products E Experience
    Dec – alpha support / AS400 E Experience
    Retail S Trained
    Key Clients specific procedures S Trained