IT Field Delivery Engineer

Senior IT Field Engineer

Belfast

Role Purpose:

To attend customer sites to provide support on IT hardware and software products, within the required Service Level Agreement (SLA). To work efficiently and proactively to deliver IT support services to a wide range of customers.

Key Responsibilities:

• Undertake advanced diagnostics, repair, and replacement of PCs, laptops, printers, servers, relevant network support, retail equipment, and associated peripherals

• Complete customer rebuilds and configuration to desk

• Assist other engineers in the delivery of service to our client's customers

• Cover site roles where required due to planned or unplanned absence

• Achieve the dynamic KPI targets set for the role

• Communicate with Call Administration teams and the Field Delivery Manager throughout the day to effectively manage all call details in real time and gain full understanding of the customer's SLA requirements

• Utilise a mobile device to check and update allocated calls in a timely manner to achieve required commit times, and reflect actual work done in real time through accurate and quality updates. This also includes completing any part movements and RMA generation

• Deliver IMAC projects with minimal supervision and take the lead when required

• Embrace and train on new technologies, maintaining the skills and knowledge required to perform the role to the required standard

• Carry out any other reasonable requests from line management

• Participate in 24/7 coverage via a rota system

• Work a reasonable amount of overtime when required

• Practice 'Quick Win' processes

• Act as a mentor to other engineers as needed

• Comply with management system policies, company policies and guidelines, and take responsibility for health and safety in the workplace

• Maintain company assets in good working order and general condition

• Be familiar with customer policies and processes where applicable

Skills and Experience:

• Must always be professional and presentable

• Must hold a full UK driving licence

• Excellent customer-facing skills

• Self-motivated with strong organisational skills and ability to work unsupervised

• Possession of, or ability to obtain, relevant technical certifications

• CompTIA A+, CompTIA Server+ qualifications (or equivalent knowledge/experience) are required

• Ability to work at height and perform varied manual handling activities

• Demonstrates positive behaviours that support team productivity

• High standard of communication and interpersonal skills to support colleagues and team members