TSOT Assistant On-site Technician
Fujitsu
Poland, Warszawa, Warszawa
5 d. temu

Role Purpose

Provides entry level post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance.

Responds to customer questions regarding operation and malfunctions. May be mobile or based on site at a customer building or campus.

Technical Onsite Technicians works with some supervision supporting several products, product sets / systems to help maintain the availability of the IT service experienced by end users.

Key Accountabilities

  • Technical Capability . Carries out basic, first level diagnosis (with confirmation from support or colleagues), resolves problems on a small set of products (e.
  • g. Printers, PC’s, Front Office Tills), with limited support to meet the Service Level agreement. Rebuilds operating system from instructions to meet the Service Level Agreement.

  • Process . Follows established processes and systems (e.g. completion of all administration paperwork, charging customers, call system, customer’s on-site processes, Health & Safety guidelines, code of conduct) to meet laid down guidelines.
  • Problem Solving . Listens to and understands a broad range of basic problems asking relevant questions to resolve problems within required timescales.
  • Knows when problems need to be escalated.

  • Service Levels . Delivers service, escalating issues within time to deliver required service level and meet or exceed customers’ expectations / Service Level Agreements.
  • Team Working . Acts as a team player being viewed by colleagues as a helpful member of the team.
  • Business Awareness . Follows laid-down procedures and decides which jobs are chargeable to get ad-hoc revenue and chargeable work recovery.
  • Aware of the factors influencing costs (e.g. issue and control of spares).

  • Professional Development . Takes the initiative to drive own technical and professional development to grow product and business knowledge.
  • Key Performance Indicators

  • Successful completion of calls aligned to skills register capability.
  • Feedback from customers, colleagues, team leaders and managers.
  • Performance reviews.
  • Kit Audits (where relevant)
  • Completes warranty paperwork correctly. No rejects.
  • Value of chargeable work in relation to engineer objectives set.
  • Call to fix times met.
  • Escalates problem to next level within correct timescales.
  • Keeps customers updated.
  • Understands Service Level Agreements and meets the requirements.
  • Adhere to spares quality process for the reporting of poor quality spares.
  • All outstanding spares returned to stores within required time.
  • Up to date with products, business knowledge, service offering etc.
  • Up to date personal learning plan available.
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