Job Description

Your new company and role

Hays' client is a digital consultancy who are working with a key government end-client to provide the services of a hardware break-fix engineer in St Andrews. Please note that this role requires you to have a full, clean driving licence and eligibility for SC clearance.

Accountabilities

To respond to service tickets in your regional queue and/or as requested by your TL, updating ticket progress after each visit.
To ensure all tickets are managed and updated appropriately
To return all parts in a timely manner via a returns process with appropriate paperwork.
Raise warranty tickets and manage with vendor as required - ensuring we maximise warranty credits
To work within a team to achieve departmental KPI's & Goals (SLA, Customer Satisfaction, Utilisation, Efficiency, Productivity & Financials)
To build a good and professional relationship with customers onsite.
To engage with other team members.
To escalate any issues or areas for quality improvements to their Team Leader
To follow all departmental procedures as specified by the Team Leader
Regularly attend daily calls/team meetings

What you'll need to succeed

Essential

Full clean driving licence
2 year+ experience in a PC field service environment or PC field Workshop environment
HP Accreditations for grade
Dell Accreditations for grade
Familiarisation with current Microsoft desktop operating systems
Hardware - Diagnose, troubleshoot, support & repair (including complex laptop break/fix repairs)
Installation - Customer builds/Apps
Flexibility & Willingness to travel.
Good Team Player
Good communication skills
Good customer care skills
Eligible for SC Level Clearance
Participate on the standby Rota (24x7x365)

Desirable

Comptia A+ Accreditation
Lenovo Accreditation for grade
Be prepared to undertake additional security clearances as required
Complete other vendor certifications as and when requested
Willingness to perform international travel as and when required

Critical Success Factors

Ability to diagnose and troubleshoot effectively to minimise customer downtime.
Ticket Management - protecting SLAs and management of open tickets
Consistent level of customer satisfaction measurable by customer satisfaction returns
To manage parts/stock allocated appropriately
Maximise warranty performance with correct vendor engagement and adherence to vendor processes
Ensure Hub/Locker stock within remit does not fall below minimum stock levels
To escalate any issues to the Team Leader either immediately or on daily calls dependent upon urgency

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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