Role Purpose:

Attend customer sites to support IT hardware and software products in line with the required Service Level Agreement (SLA). Provide technical support to other staff within Managed Services and manage incidents during major system outages. Work efficiently and proactively to deliver IT support services to a diverse range of customers.

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Security Clearance (or willingness to apply) is required for this role.

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Skills and Experience: 

• Excellent customer service skills

• Strong general IT knowledge

• Background in software/hardware

• Ability to work under pressure

• Full UK Driving Licence​

 

Key Responsibilities:

• Repair and maintain hardware such as servers, PCs, laptops, printers, and associated peripherals.

• Resolve software incidents according to customer or manufacturer procedures and specifications.

• Participate in a 24x7 on-call rota (one in four basis, flexibility required).

• Project manage and lead major system outage situations on customer sites, including managing other staff temporarily to resolve incidents.

• Provide technical support to other Managed Services functions.

• Install hardware following manufacturer or customer specifications and complete MACs as required.

• Use a PDA to check and update allocated calls promptly, ensuring SLA targets are met and accurately reflecting work done in real time.

• Complete part movements, including RMA generation and physical movement, and return items as directed by the Branch.

• Maintain communication with Call Administration and the Branch throughout the day.