IT Field Engineer

Brief Overview of the role:

To respond to all incidents and requests as required. To diagnose and fix hardware faults and basic software faults within agreed SLAs, to meet customer needs and expectations.

Accountabilities

• To respond to service tickets in your regional queue and/or as requested by your TL updating ticket progress after each visit.
• To ensure all tickets are managed and updated appropriately
• To return all parts in a timely manner via returns process with appropriate paperwork.
• Raise warranty tickets and manage with vendor as required – ensuring we maximise warranty credits
• To work within a team to achieve departmental KPI’s & Goals (SLA, Customer Satisfaction, Utilisation, Efficiency, Productivity & Financials)
• To build a good and professional relationship with customers onsite.
• To engage with other Team members.
• To escalate any issues or areas for quality improvements to their Team Leader
• To follow all departmental procedures as specified by the Team Leader/ODM
• Regularly attend daily calls/team meetings

Critical Success Factors

• Ability to diagnose and troubleshoot effectively to minimise customer downtime.
• Ticket Management – protecting SLAs and management of open tickets
• Consistent level of customer satisfaction measurable with Customer Satisfaction returns
• To manage parts/stock allocated appropriately
• Maximise warranty performance with correct vendor engagement and adherence to vendor processes
• Ensure Hub/Locker stock within remit does not fall below minimum stock levels
• To escalate any issues to the Team Leader either immediately or on daily calls dependent upon urgency

Knowledge & Key Skills

Essential:

· English and Maths to GCSE standard

• Full clean driving license
• 2 year+ experience in a PC field service environment or PC field Workshop environment
• HP Accreditations for grade
• Dell Accreditations for grade
• Familiarisation with current Microsoft desktop operating systems
• Hardware – Diagnose, troubleshoot, support & repair (including complex laptop break/fix repairs)
• Installation – Customer builds/Apps
• Flexibility & Willingness to travel.
• Good Team Player
• Good communication skills
• Good Customer care skills
• SC Level Clearance
• Participate on the standby Rota (24x7x365)

Desirable

• Comptia A+ Accreditation
• Lenovo Accreditation for grade
• Be prepared to undertake additional security clearances as required
• Complete other vendor certifications as and when requested
• Willingness to perform international travel as and when required