Location
Swindon
All Departments
Engineering & Logistics
Advertising Salary
£24,000 to £28,000 plus company benefits
Contract Type
Permanent
Customer Experience

About The Role

We are actively building diverse teams and welcome applications from everyone.

Role: Customer Support Engineer

Location: Swindon (based on customer site)

Contract Type: Permanent

Salary Package: £24,000 to £28,000 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year

Hours: 9.00 am – 5.30 pm, Monday – Friday
 
Interview Process: 2-stage process

Why SCC?

  • An inclusive workplace
  • Excellent package: solid basic and company benefits
  • Hybrid working & core hours in line with role requirements
  • Career development and life-long learning opportunities
  • Opportunity to join Europe's largest privately-owned IT Company
Role purpose:

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

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

To travel to other locations and branches to visit users and carry out required work when deemed necessary

Security Clearance (or the willingness to apply) is required for this role
 
Key responsibilities:
  • Complete site incidents to customer specifications.
  • Diagnose Hardware faults and engage 3rd party suppliers where applicable
  • Installation of hardware to manufacturers/customers specification where required
  • Complete moves and changes to customer's specifications where required
  • Update customer / SCC systems in a timely manner as required to do so.
  •  Attending customer calls within contract SLA (service level agreement) and reporting any delays in a timely and accurate manner.
  • Achieve a monthly first time fix no lower than 95% of the time.
  • Replacement and configuration of printer equipment where required
  • Assist 3rd party support partners and team members in all aspects of the business as and when required.
  • To ensure that control processes and methodologies are followed to ensure company and customer policies are adhered to.
  • To ensure quality, effective communications with all SCC/customer teams
  • To ensure effective and positive promotion of the SCC corporate values, identity and message at all times.
  • Administration Experience. Ability to accept full ownership of work flow procedures, including development, implementation, review and modification of new and existing processes.
  • Customer Care Skills. Presentable, positive and professional.
  • Must be able to embrace new technologies and adapt to change.
  • To acquaint themselves with all SCC and local Fire, Security and Health & Safety regulations.
  • Ensure all activity is reported via SCC or customer systems as required
  • To attend calls on other customer sites where required
 
Skills and experience:
  • Experience of Windows 2000, XP, Win 7 operating systems and experience of ITS setup and configuration.  
  • Experience of Microsoft and Lotus Applications such as MS Office, Lotus Notes and Internet and e-mail configuration. 
  • Experience of Desktop support
  • Experience of working in a customer facing, field service and onsite support environment.
  • Positive and Flexible attitude and approach
  • Must be able to embrace new technologies and adapt to change.
  • SC clearance or ability to achieve full SC clearance

About Us

SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.

We are an equal opportunities employer

SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

 
If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.
 
Diversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/
 
 

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