IT Support Engineer

About the Role:

Job Description

• Will be responsible in enabling our internal customers within the organization to effectively use technology by performing local onsite workplace support activities to a proficient level.
• Acts as an ambassador for GTS Branch IT by achieving the right balance between customer satisfaction and efficiency.
• It is expected after a defined period of time, the individual will hold a strong technical appreciation of the company Digital Workplace operating system, applications and services, processes, policies; supporting normal operational service is returned as quickly as possible or new technology is delivered in adherence to internally agreed business service levels (inclusive of Service Management OLA, SLA and department KPI's).
• Supervises external team members, local operations and business-related rollout and projects
• Ensures that all incidents and service requests are fulfilled within the defined Service Level Agreements (SLA); escalates any incident or service request which breaches its SLA to the appropriate process manager; provides timely and effective support which adheres to department standards.
• Provides Meeting Room, Event & VIP direct support where required.
• Handling standard 'Request Fulfillment' tasks, including; IT hardware installations, software deployments, delivery of Mobile Devices & Workplace Peripheral items
• Arranging the required repair of any broken hardware within manufacturer's warranty and with preparing retired equipment for Asset Disposal and Recycling.
• Asset Management of IT workplace equipment within the location
• Occasional involvement in other types of IMAC/Request Fulfillment tasks, including but not limited to customer desk moves, hardware relocations and local event setup & support.
• Manages the escalations of customer issues, working closely with senior team members and other support services teams and stakeholders as required.
• Performs 'Smart Hands' service for local Infrastructure hardware within standard working hours. The 'Smart Hands' service provides a first level & best effort onsite diagnostics of any failed infrastructure (e.g. Network, Server) equipment; supporting remote teams where possible to ensure normal service operation is resumed in a timely manner.
• Adherence to Business Incident Management Procedures and carrying out responsibilities under a Business Continuity Plan as directed by either the line manager, department head or local Incident Management Teams.

About the Team: 

The mission in Field Services is to ensure exceptional service delivery by exceeding customer expectations, through the provision of a timely, professional and an efficient onsite local support service at every customer interaction, underpinning our Digital Workplace strategy.

We ensure our customers can use our services and products from day one (onboarding) and to provide end user support when needed while ensuring minimal interruptions and productivity loss.

Our organisation comprises ten Product (Circle) Areas, with a centralised Service & Workplace Management team and nine separate geographically based on-site support teams consisting of technical and analytical experts, with a customer-centric support approach towards service excellence.

About You:

Expectations to fulfil the role:
 

• Successful candidate has experience in gathering and analyzing relevant information to make sound decisions and solve problems in a timely manner.
• Successful candidate should have a track record in establishing and building credibility quickly and maintaining relationships with internal and external clients, direct reports and peers
• Successful candidate has some understanding of financial implications, and how it impacts making sound, business decisions (example; when to repair or replace items)
• Successful candidate understands the principles of hardware lifecycle management and has at least some technical experience around client computing automation, management, collaboration and visualization technologies.
• Successful candidate has demonstrated the ability to assess work processes and to overcome obstacles in order to achieve goals and objectives
• Successful candidate must be customer focused and team orientated to ensure the delivery of exceptional service and superior value.

Technical Disciplines

• Excellent knowledge and experience in using and supporting:
  -     Workplace Hardware; Desktops, Laptops, Monitors, Multifunctional devices, Peripherals

• Microsoft Windows 10 & 11 Operating systems
• Microsoft Office 365 products, inclusive of Outlook, Excel, Word, Teams, Skype for Business, PowerPoint, Power BI, etc.
• Microsoft System Management & Deployment tools including SCCM, Azure and Intune
• Mobile Devices (iPhone / Android) and Mobile Device Management Tools (MDM)

Professional experience:

• Minimum 4 year's experience working within an IT Customer Service environment providing a proficient standard of support in relation to the above Job Description and Disciplines.
• Experience of cross-functional working and cultural sensitivity.
• Previous working experience using best practice IT Service Management tool sets in relation to effectively handling Customers tickets and tasks.

Education and certifications/training:

• Computing / IT / Professional accreditations (MS, ITIL) preferred

Language requirements:

• Good command of the English Language
• Any additional language is a bonus