Distributed Support Engineer - Cerco : Job Details

Role: Distributed Support engineer

Location: Bristol

Contract Type: Temp to Perm

Salary Package: 2400plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year

Hours:

Thursday 9am - 8pmFriday 9am - 8pmSaturday 9am - 8pmSunday 9am - 6pm(30 mins for lunch each day)

Interview Process: 2-stage process

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 configuration.• 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 • Full UK Driving Licence