Senior IT Field Delivery Engineer

Role 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. Security clearance will be required for this role.

Key responsibilities:

• Undertake advanced diagnostics, repair, and replace PCs, Laptops, Printers, Servers, relevant network support, retail equipment, and associated peripherals.
• Complete customer rebuilds and configuration to desk.
• Assist other engineers in the delivery of service to our customers.
• Cover site roles where required due to planned or unplanned absence.
• Achieve the dynamic KPI targets set for your role.
• Communicate with Call Administration teams and the Field Delivery Manager throughout the day to effectively manage all call details real-time and gain a full understanding of the customer's SLA requirements.
• Utilise a mobile device 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 IMAC projects with little supervision and lead as and when required.
• Embrace and train on any new technologies and maintain the skills and knowledge required to perform the role to the required standard.
• Carry out any other reasonable request from your line management.
• Participate in 24/7 coverage via a rota system.
• Work a certain amount of overtime when required to do so.
• Practice 'Quick Win' processes.
• Act as a mentor to other engineers when required.
• Be compliant with management system policies, company policies & guidelines, and take responsibility for health & safety in the workplace.
• Maintain company assets to keep them in good working order and good general condition.
• Be familiar with customer policies and processes where applicable.

Skills and experience:

• Must always be professional and presentable.
• Must have a full UK driving licence.
• Must have excellent customer-facing skills.
• Self-motivated with good organisational skills and can work unsupervised.
• Must possess or can obtain relevant technical certifications.
• Must possess at least the CompTIA A+, CompTIA Server+ qualifications, or have the equivalent knowledge/experience.
• Must possess the ability to work at height and undertake varied manual handling activities.
• Will display positive behaviours that support team productivity.
• Must have a high standard of communication and interpersonal skills to support colleagues and team members.