Description
The primary purpose of the role is to provide day-to-day support for Deskside Support Service (DSS) on a customer site. Working directly with a Global Service Desk service, requests and incidents will be assigned and managed until resolved.
Our client is revolutionising their Global IT organisation to provide a leading edge Centralised Global IT Service Desk using the best tools, processes and people. The Customer Deskside Support Engineer, as the feet on the ground, is critical to the change; delivering the right type of customer experience that builds confidence, minimises downtime and exceeds expectations.
The ideal DSS Support Engineer needs to be both Technically strong but also an extravert who has the right level of personal and interpersonal skills to succeed. A relentless love for interacting with people, a genuine passion for delivering results through exceptional service, a skilled problem solver and doer with, a high drive to succeed are all prerequisites for success in this environment.
Dedicated:
To provide onsite support to the customer and their End Users with a professional and efficient IT Support Service with maintenance, repair and break-fix for a range of desk-top equipment and applications to high level of Customer satisfaction.
The Primary Job Function is hardware break-fix of Desktop PC's and Laptops and thereafter to support the Customer's IT Service Desk.
Dispatch:
- Working as part of a team supporting customer sites and Projects; this will involve frequent travel to customer sites and occasional overnight stays.
- No Direct Report
- Working to SLA's and KPI's which are varied across each account
Personal Attributes:
- Service is in your DNA.
- A genuine passion for people and has a genuine caring and personal approach.
- A team player who is strong on collaboration, building relationships and securing win-win outcomes.
- Acts calmly under pressure.
- Resilient, accountable, approachable, responsible and presentable,
- Flexible and does what it takes to succeed, with strong ownership and follow-through.
- Highly innovative and strong on problem solving.
- Good organizer, ability to identify what is important/critical and give it priority and able to multi task to meet service priorities.
- Strong attention to detail, analytical and diagnostic skills.
- Sets high personal standards, proceeds with a sense of purpose and urgency taking particular pride in outperformance.
- Highly service minded and prepared to exceed customer expectations.
- Pro-active, driven and possesses ability to work under own initiative in pressured situations to deliver the highest levels of customer satisfaction.
- Assertively able to push back and successfully manage conflict.
- Exhibits a strong coaching style and ability to encourage users to become self-sufficient.
- Possesses excellent communication skills, is strong on both listening and questioning.
- Ability to empathise and understand user requirements relating to the customers IT infrastructure
- Ability to work and make decisions independently and use good judgment when others should be involved.
- Able to work within set procedures & read and comprehend written technical information in the form of technical manuals and bulletins and relevant publications.
Essential Experience:
- Experience of working in a client facing environment providing support, preferably with executive level support experience
- Proven enthusiasm to excel and exceed customer expectations.
Desirable Technical & Procedural Experience:
- Good understanding of incident management in an end user IT support environment.
- Experience of End user training/documentation.
- Experience of the build, imaging and configuration of standard desktop/laptop technology.
- Experience of providing software support and installation services across a range of industry standard applications and operating systems.
- Experience of providing hardware break fix services across standard desktop/laptop environments.
- Experience of providing network support services across Local and Wide-Area network environments.
- Knowledge of SLA's within End User Services.
- Onsite 2nd Line and Support Technician.
- Window XP & Windows 7.
- RSA SecurID - VPN software and administration.
- Knowledge of Active Directory.
- Knowledge of Group Policy.
- Knowledge of Microsoft Office 365.
- Knowledge of Windows Deployment Service and Scripting tools.
- Knowledge of network Switches and wireless networks.
Onsite Hardware & Support Technician
Essential Laptop and Desktop PC diagnosis and repair. Primarily but not limited to Dell, Lenovo, Toshiba and HP.
Desktop Printer diagnosis and repair (Primarily, but not restricted to HP, Lexmark and Kyocera)
First Line Eyes to resolve MFD (Multi-Function Device) errors prior to visit by the 3rd Party Support Partner.
With training, Customer specific equipment, for example:
- Handheld Tablets, Smart Phones (Apple, Android, Windows)
- Windows 7 and above
- Microsoft Office 365
Language and Special Requirements
- Expert at (Local Language)
- The ability to speak, read and write English to a good level
- Qualifications, driver's license, Legacy or other skills, special clearance etc.