Distributed Support Engineer

To attend customer sites to provide support onIT 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,

• To repair diagnose and replace PC's, Laptops, Printers, Servers and retail equipment and associated peripherals.


• To perform desk side support to SCC clients as requested


• 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.


• Cover site roles where required due to planned or un-planned absence


• 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 customer rebuilds and configuration to desk


• Will carry out AV repairs and Printer repairs.


• Will be able to carry out IMAC projects with little supervision


• Participate in 24/7 coverage via a rota system


• Act as mentor to Grades 1 through to 3 Engineers


• May be expected to train on new technologies such as AV or Cisco.


• May be expected to step in for FDM on occasion and or to project manage.


• Be compliant with management system policies, company policies & guidelines and take responsibility for health & safety in the workplace


• Must be professional and presentable at all times.


• 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 in good working order and good general condition


• Practice quick win processes
  
  Knowledge of PC, Laptop, Printer & associated peripherals operation


• Key Clients specific procedures


• Trained in Desktop/Laptop/Printers and Servers


• Cisco/Sun


• Excellent knowledge of common software products


• AV experience


• Excellent customer facing skills


• BPSS


• SC Clearance


• SCC Technical Test 85%
  
  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.
  
  Salary Package: Competitive salary plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year

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