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.
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.
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.