Responsibilities and Duties
Hours: 9.00 am – 5.30 pm Monday to Friday, participation in out of hours will also be required
Interview Process: 2-stage process
Role purpose:
To attend customer sites to provide support on IT hardware and software products, within therequired Service Level Agreement (SLA). To Work efficiently and proactively to deliver ITsupport services to a wide range of customers
Key responsibilities:
- To repair diagnose and replace PC’s, Laptops, Printers, Servers, Data Storage, Tape Libraries, Communications Equipment and 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.
- 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.
- Be able to do customer rebuilds and configuration to desk.
- Will carry out AV repairs and Printer repairs
Desirable
Skills and experience:
- Knowledge of PC, Laptop, Desktop Printer & associated peripherals operation
- Server Support Experience Wintel & UNIX
- Data Storage Hardware Break Fix Experience
- Trained in Desktop/Laptop/Printers and Servers
- Network Support Skills Switches , Routers – Cisco / HP etc
- Good knowledge of common software product