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Computeam
,
Braunton, Devon
IT Technician (Field)
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Salary: From £18,000 to £22,000 per annum plus benefits |
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Overview
Reports To: Senior Engineer / Team Leader Functional Links: Service Delivery Manager (North/South), Account Managers, Remote Service Desk Technicians, 3 rd Line Technicians, Operations Administrators. This role would ideally suit somebody looking for a term time plus 2-3 weeks position, but we will consider applicants looking for full-time. Main Job Purpose: Permanently based at a customer site, working in partnership with the nominated customer(s) and other Technicians to resolve associated ICT problems, queries and requests. Provide ICT problem resolution in response to Service Desk tickets from users. Use a high standard of customer care and professionalism to support users by telephone, in person, or by remote access to their systems. Make appropriate records of actions and keep end users informed of progress. Use own skills, experience and judgement within standard operating procedures to meet or exceed current service level agreements, including timeframes. Proactively, troubleshoot, diagnose and repair hardware issues on desktops, laptops, mobile devices and Audio-Visual equipment. Refer more complex issues to senior colleagues Participate in the installation of new ICT equipment according to requirements set out in worksheets. Respond to fault tickets on-site as assigned by the Service Desk. Develop working relationships with staff and taking ownership of any issues raised. Undertake workload of regular ICT support visits as scheduled by Service Delivery Manager at other regional clients, developing working relationships with staff and taking ownership of any issues raised. Follow technical documentation. To share information with other Service Delivery Team members and, where appropriate, assist each other in the resolution of problems as necessary. Participate in team meetings on a regular basis to communicate challenges faced. Contribute to a “teamwork” atmosphere among colleagues. Be proactive in recommending changes to Service Delivery policies, procedures, technology, and training to improve effectiveness, efficiency and service quality. Key Skills: Experience of Active Directory, and associated domain services. Desktop support and troubleshooting. Some experience of network infrastructure and setup. Windows Deployment Services. Some experience of Audio-Visual equipment would be beneficial. Experience of web filtering solutions would be beneficial. Good level of experience gained within a professional End User Services / Desktop support environment. A-Level (or equivalent), qualification in the field of IT or related field preferred. Ability to effectively prioritise and manage own workload. Commitment to customer care and quality service delivery. This job was originally posted as www.cwjobs.co.uk/job/89755873