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  • Job Type: Permanent
    Categories: Engineering Jobs, IT Jobs
    Location: Other
    Job ID: 115974
    Company: SCC
    Overall Job Purpose:

    To provide technical support to the customer’s users and other/or group companies as required.

    To diagnose and resolve operating system, application and other software package problems, using all available resources and technical knowledge.

    Carry out decommissioning of old equipment and installation and tracking of new equipment entering various departments.

     

     

     

    Main Duties of the Job:

     

    • To work as part of the customers internal IT department providing both project implementation and support services as required.
    • Accept incidents allocated to the individual via the customers incident management system
    • Be mindful, at all times, of associated service level agreements attached to incidents and work to provide resolutions / workarounds without breaching SLA
    • Follow customer-provided change management and incident management processes
    • Ensure outages are planned with due consideration of the agreed timetable for site outages to minimise business impact
    • Diagnose and rectify software and hardware incidents on site or remotely by telephone or using remote connectivity tools as necessary
    • Provide accurate, timely and relevant update information consistently throughout the duration of any allocated incidents.
    • Work with the customer’s central team as required on development, testing, documentation, implementation and support of new projects.
    • Work with customers help desk and expert centres as necessary to resolve incidents
    • Provide support to the members of the customers IT department
    • Ensure that all relevant SCC paperwork is completed and filed in line with current engineering processes.
    • Identify and promote any additional services (chargeable or otherwise) that may be delivered by SCC to improve current customer environment.
    • Involvement in decommissioning of old equipment and tracking of new equipment entering the department.
    • Checking that all equipment and other resources are ready for any pending site visits.
    • Research solutions for higher-level faults presented to the department by users.
    • Involvement in projects involving office moves and departmental upgrades.
    • Work a certain amount of overtime when required to do so.
    • Must be professional and presentable at all times.
    • Must be able to embrace new technologies and adapt to change.
    • To acquaint themselves with all local Fire, Security and Health & Safety regulations.

     

     

     

     

     

     

     

     

     

     

    Skills Knowledge & Experience:

     

    Essential – Microsoft certification (MCP/MCDST) of Windows operating system and experience of its setup and configuration.

     

    Experience of Microsoft Applications such as MS Office &. Outlook.

    3-5 years’ experience of Desktop and Laptop repair and service work.

    3-5 years’ experience of working in a customer facing environment.

     

    Essential – Experienced IT Support engineer with Hardware Break Fix and Software / Operating System – Desk side Support experience.

    –      Previous experience in a site based role with good printer and / or electromechanical experience.

    We require good diagnostic and problem-solving skills combined with extensive hardware break fix experience, primarily on Intel desktop, laptop and associated peripherals. Also extensive printer repair experience on major manufacturer’s equipment, i.e. HP, Lexmark, Epson.

     

    Requirements to be physically fit, lift, carry and install IT equipment and peripherals, the role will also involve some IMAC work, software re builds, desk moves and telephone patching