Job title: System Engineer

Reporting to: Resource Service Delivery Manager

Responsible for: Providing IT support to Various customer as/when required

Based at: Various customer sites

JOB PURPOSE

This role is for a System Engineer within the Resource Services' technical resource pool, providing IT support services, predominantly based on customer sites.

JOB SPECIFIC REQUIREMENTS

* Business as usual and Project based tasks in relation to Desktop and Laptop support

* Lifting and moving IT desktop equipment is likely to be required

* Travel to customer locations - as directed

KEY RESPONSIBILITIES

* Provide excellent customer service to achieve continuous customer satisfaction

* To operate within the OLA/SLAs defined by the customer to ensure agreed levels of service are met.

* Troubleshoot problems by telephone, remote access or deskside working in a timely manner to meet agreed service levels to resolution.

* To maintain and continuously develop existing technical skills to ensure that they remain current with the latest technology/operating systems/applications/hardware.

* To work well within a team environment, by providing strong communications, technical expertise, acting on appropriate instruction, acceptance of constructive feedback and taking ownership for apportioned workload.

* To work at the directive of your line manager to deliver a specific task, group of tasks or ad hoc projects appropriate to your skillset.

EXPERIENCE:

* IT Support background and experience in end user computing

* Appropriate customer facing/user support experience - Tier 1 and 2

* Experience with building physical and virtual machines

* Proficient with operating systems, such as, but not limited to:

o Windows 7 - 10

o Windows Server (Apply online only)

* Basic working knowledge of server infrastructure and networking

* Technical troubleshooting in heterogeneous environments

* Experience working with ticketing systems such as ServiceNow

* Knowledge and understanding of working to defined SLAs

* Understanding of IT workflows/ITIL practices

KNOWLEDGE:

* All round Deskside support in a corporate environment.

* Printer support - Hands on, change waste toner cartridges and toners, diagnose faults on standalone printers and installation of new devices.

* Windows Operating Systems v7/10.

* Mobile Phone Support, Apple Smart Devices, iPads, Mobiles.

* Outlook Clients

* Office 365.

* Computer Domains, adding computer names to domains, Passwords, AD Admin

* Laptop Hardware investigation skills.

* Hardware Familiarity, simple Hardware component swaps.

* Network Printer Support and Set up

* Good Communication face to face skills

* Ability to pitch technical conversations at the required level

SKILLS:

* An excellent troubleshooting mentality

* Excellent communication skills both verbal and written

* Ability to multitask, handle high workloads and high call volumes in a busy working environment

* Proactive approach to problem solving and service improvement

* Ability to cross train and pick up different technologies as required

* Ability to liaise effectively with users and other support team members

* Demonstrable experience in the following technologies:

* Windows 7, 8.1 and 10

* Office (Apply online only) and 365

* SCCM

* ServiceNow

* SharePoint

* Active Directory

* Mobile phones (iOS, Microsoft and Android)

* Video Conferencing

* Ability to handle day-to-day technical issues, including but not limited to:

* Printer issues

* Performance issues with user devices

* Hardware fixes and warranty management

* Installs, moves and changes

* Password resets

* Application failures

* Setting up mobile devices

* BOYD support

* Phone support (deskside and mobile)

* Ability to support and deal with all types of users across a wide spectrum of capability and seniority.

BEHAVIOURS:

* Positive 'can do' attitude and work ethic to fully complete tasks

* Empathetic to customers' challenges

* Self-motivated but knows when to seek guidance and escalate

* Willing to accept change

* Flexible - ability to change priorities quickly and the capacity to handle multiple tasks in a fast-paced, changing environment

* Self-starter, able to work independently but also a strong, dependable team player

* Prepared to 'go above and beyond' in delivering service on time and to the highest standards

* Perceptive to the end-customer's mood, urgency and deadlines.

* Strong emphasis on delivering an excellent customer experience, while working under pressure with urgency, with an ability to communicate professionally to all levels of the business.

* Excellent interpersonal and client-facing skills

* Motivated to upskill and take training courses when not aligned to customer project/demand