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  • Job Type: Permanent
    Categories: IT Jobs
    Location: London
    Job ID: 154907
    Company: SCC

    Overall Job Purpose:

    To attend customer site to provide support of IT hardware and software products within the required Service Level Agreement (SLA).  Work efficiently and proactively to deliver IT support service to a the customer.

    Main Duties of the Job:

    Main responsibilities.

    • Repair and maintain hardware (PC’s, Laptops, Printers and associated peripherals).
    • Complete software incidents to customer/manufacturer procedures and specifications.
    • Installation of hardware to manufacturers/customers specification. Complete IMAC’s to manufacturers/customers specifications.
    • Utilise PDA or client systems 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 site 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%), 8 closures each day
    • Must be able to embrace new technologies and adapt to change.
    • Understand and adhere to all local site specific Fire, Security and Health & Safety regulations.
    • Carry out any other reasonable request as requested by your line management
    • 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
    • Be familiar with all SCC polices and processes relevant to the role and/or your responsibilities to SCC and our customers.
    • Be familiar with customer policies and processes where applicable
    • Represent SCC in a professional and positive manner at all times.
    • Work a certain amount of overtime when required to do so.

    Skills, Clearances, Knowledge and Experience:

                Laptop/Desktop setup and use.

                General Hardware knowledge

                Knowledge of current IT issues

                Experience of networked systems service desk and problem solving experience

                Proficient in Microsoft Windows\Office related products

                Proficient in industry standard hardware items

                Knowledgeable in IT best practices and procedures

                General understanding of ITIL terminology and practices

                Customer focus

                Remote assistance

                SCC Technical test min score 85%

                SC Cleared

                A proven track record in field based Audio Visual installations, maintenance and  operation

                Must have worked with corporate and/or government clients and in multi-discipline project teams, and have the ability to work with a variety of professionals

                To be proficient installing modern Video Conferencing systems and AV equipment, including interactive whiteboards, projectors, screens, digital signage audio products and control systems

                Ideally hold an InfoComm CTS I/S/D certification.

                Ideally hold Tandberg TCAP/TCE1 Certification and completed the Polycom CVE  program.

                An understanding of AV systems integration with existing IT systems is essential