Role

2nd Line On Site Services Engineer – IT Division

Details

Term Permanent
Location Gloucester
Salary TBA
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Description

The on site services team is an integral part of the GBE Converge business. The aim is to deliver excellent on site IT services to GBE Converge customers.

Other services will include, providing remote and workshop IT support.

Key tasks & Experience

Duties and Responsibilities

This team completes on site requests and installation projects scheduled by the Technology Operations Manager or a Project manager.
• Create and maintain policies and procedures for the team
• Ensure all IT service requests are completed to an excellent standard
• Maintain accuracy of the internal knowledgebase
• Deliver excellent customer service at all times
• Inform the Sales Division of IT opportunities
• Ensure incident information is accurate and complete
• Ensure time recording is accurate and complete
• Ensure paperwork related to project delivery is completed accurately and within a reasonable timeframe
• Coach and mentor other team members
• Provide customer training when required
• Liaise with the Service Desk on customer incidents
• Be responsible and proactive for personal development and training

KPIs and Measures

  • Ensure 100% of incident tickets are accurate and updated
    • Ensure 100% of site visit documentation is completed within 24 hours
    • Internal knowledgebase is maintained and accurately reviewed on a weekly basis
    • Prepare Personal Development Plan before every review meeting

Qualifications

  • Experience working with VOIP telephone systems
    • Microsoft SQL support
    • Microsoft or Cisco certifications
    • EPOS Support experience
    • ITIL certification
    • Mac OS and / or Apple Device support
    • CompTIA certifications
    Technical Knowledge and Experience
    • Providing technical support in person, over the phone or via e-mail
    • Supporting GBE Converge customers with day to day IT requests and incidents
    • Completing scheduled onsite installations
    • Working as part of a team delivering complete infrastructure solutionsCandidate must have access to a car and a full driving license.

Compliance

As part of the company’s compliance to The Health & Safety at Work Etc Act 1974, ISO9001 for Quality and ISO14001 for Environmental, there are several key objectives that are issued each year upon management review that we expect all staff to work towards in order for the company to meet these objectives and include but are not limited to:

  • Compliance to all legislative and British Standard requirements
  • Compliance to associated accreditation bodies schemes from NSI, BAFE, LPCB, FIA and others as required.
  • To maximise customer satisfaction with the services provided by GBE Converge
  • Working to reduce, renew & recycle any waste on and off our sites including our offices
  • To protect the environment and ensure use of toxic materials is avoided where possible
  • Staff will work to a best safe practice and ensure that their actions do not cause harm unto themselves or others
  • Staff will not tamper with any issued PPE or plant machinery that it may cause harm unto themselves or others

Working Conditions

The typical working environment will be office locations either at GBE Converge office or customer offices.  However, there will be times when you will be expected to work at building sites, dock yards, retail shops, outdoor sites and care facilities.
The role requires that they will be available to work evenings, weekends and bank holidays on request. Engineers are expected to be available for an on-call rota to support customers with out of hours’ support contracts as defined by the Technical Operations Manager.
Physical requirements

The job requires that the engineer is able to lift and move typical IT equipment (PC’s and Laptops) from floor to desk regularly.  Long periods of working in front of a VDU with regular breaks is common.  Occasionally you may be required to travel long journeys to complete customer support, installation or project tasks.

Direct reports

None

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