Our client who are an IT Services Consultancy are seeking an IT Support Engineer to join their team based in London. This will be a field based role support customers only in London that are all accessible via the tube (Wembley, Forest Gate, Edmonton, Lewisham and Central London). Therefore no driving licence is requirement and expenses for travel will be paid.

The successful candidate will Provide a proactive and reactive support service to achieve customer satisfaction as required across the customer environment. The Tech Bar and Support Engineer, will work as part of an established team to deliver specific activities ensuring, minimum business impact in accordance with a defined project scope and plan as well as adhering to KPIs and SLAs.

Responsibilities:

The role is to provide face to face first line and second line support which will include technical advice (both proactive and reactive) to customers on queries and requests related to all aspects of application, desktop/mobile and network systems and to ensure that this support meets the established Service Level Agreements and quality standards in line with customer expectations. In addition to this you will provide hardware support, including configuration and replacement of devices.

Other activities will include:

  • Manage workloads and ticket queues to ensure that agreed SLA’s and OLA’s are adhered to
  • Provide technical assistance to customers on the use of desktop, laptop, tablet or mobile devices, hardware, and software in accordance with service level requirements
  • Ensure that all customer enquiries are effectively logged effectively maintained to the highest quality, this may also include proactive updates to the customers
  • Installation of hardware, software and applications or upgrades on customer’s systems (Desktops, laptops, tablets)
  • Moving of equipment, remove and decommission redundant equipment
  • Rebuilding of devices
  • Processing of/or movement of equipment as required for buffer stock and logistics purposes, adhering to correct procedures with regard to the CMDB and Asset Management
  • Ensure effective escalation and hand-over of customer enquiries/problems to the correct referral group and/or 3rd party maintenance supplier ensuring accurate information is provided and the process is carried out in a timely manner
  • Carry out extensive technical investigation prior to hand-over/referral
  • Provide timely and accurate information to the scheduling teams including work progress and service levels
  • Support incident, problem, and escalation management for the field services domain
  • Keep up to date with changes in the IT systems of the customer and industry
  • Weekly/daily reporting input required on key issues and trends identified at the Tech Bar
  • Understand scheduled IMAC project tasks in accordance with agreed work packages, project plans and deliverables.
  • Ask for ad-hoc and structured feedback in relation to the service(s) used by the customer during and after their visit
  • Contribute to running ‘how-to’ demo sessions used to showcase and inform end users about kit/tech and solving common IT issues
  • Undertake floor walks in the building to identify and log faulty IT equipment needing replacing or fixing
  • Ensure appropriate communications when visiting pop up Tec Bar sites so customers are aware of your on-site presence
  • Completing Project and Demand Package Tasks if required
  • Respond to reasonable requests for support and completing ad-hoc tasks to support the delivery of the service
  • Provide cover for peers when required
  • Provide cover and support to all client sites within the M25

    • Desirable skills and experience – there is training/development is this role therefore you won’t be required to have all the skills below.

  • Previous experience working with ticketing systems such as ServiceNow.
  • Experience of inventory management and software/application installation
  • Experience working in a customer facing/user support environment.
  • Able to demonstrate knowledge and understanding of working within a desktop and PC technologies environment as well as desktop/server hardware and software architectures.
  • Basic knowledge of server infrastructure and networking.
  • Previous experience of adhering to SLAs ensuring a resolution is achieved within a timely manner.
  • Proficient with; operating systems, Microsoft applications, web browsers on PCs/laptops and mobile devices including but not limited to: Windows 7-10, Office / and , Internet Explorer/Edge/Chrome and Firefox and Active Directory.

    • Disclaimer:

    This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited (“ARM”). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.