We are actively building diverse teams and welcome applications from everyone.
Role: Distributed Support engineer
Location: Bristol
Contract Type: Permanent
Salary Package: 2400 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year
Hours:
Thursday 9am - 8pm
Friday 9am - 8pm
Saturday 9am - 8pm
Sunday 9am - 6pm
(30 mins for lunch each day)
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 attend customer sites to provide support on IT hardware and software products, within the required Service Level Agreement (SLA). Work efficiently and proactively to deliver IT support services to a wide portfolio of customers within the required SLAs. Using your strong Technical and Customer Service skills, you will ensure that customer issues are dealt with in a professional and timely manner. Become a trusted adviser to the customer across a range of technical areas.
Key responsibilities:
• To repair diagnose and replace PC’s, Laptops, Printers, retail equipment and associated peripherals.
• Complete part movements (RMA generation & physical movement) in a timely and accurate manner, returning items as directed by the Branch within company guidelines.
• Assist other engineers in the delivery of service to our customers.
• Achieve KPI target of 5 visits / fix’s per day.
• Communicate with Call Administration and the Branch throughout the day to effectively manage all call details real time and gain full understanding of the customer’s SLA requirements.
• Utilise PDA 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 any other reasonable request from your line management.
• Be able to do some customer rebuilds and basic config.
• Be aware of AV and some Printer repairs.
• Be compliant with management system policies, company policies & guidelines and take responsibility for health & safety in the workplace.
• Must be always professional and presentable.
• 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.
• Work a certain amount of overtime when required to do so.
• Be Familiar with customer policies and processes where applicable.
• To be approachable and accepting of Training requirements in relation to the role.
• To maintain the skills and knowledge required to perform the role to the required standard.
• Must be able to embrace new technologies and adapt to change.
• Company assets to be maintained.
• Practice quick win principles
Skills and experience:
• Knowledge of PC, Laptop, Printer & associated peripherals operation
• Key Clients specific procedures
• Experience in Desktop/Laptop and Printers
• Good customer facing skills.
• SC Clearance or the willingness to apply
• SCC Technical Test 80%
• Full UK Driving Licence