Systems Engineer - Printer and MFD's - London Site Based

Recruitment Genius
04 Oct 2016
20 Oct 2016
Contract Type
Full Time
This IT specialist expanding its current technical services department in order to support an ever expanding customer base in Managed Print. They are looking for someone with a mix of skills including, hp hardware (printers, mfp's), Microsoft Windows & any network support preferably with hp accreditation and basic level SC clearance. Additional SafeCom knowledge and experience would be hugely beneficial.

The purpose of this position is to provide frontline support for their Managed Print Services customers.

Through not only reacting to requests driven and presented by the customer, but also anticipating issues and problems and planning or communicating accordingly.

A key element of this role is to combine the above with incident and parts administration and coordination of replenishments, service desk and customer services activity in other teams. The prestigious London Further Education Customer base is strategically very important to their organisation in order to manage service and develop further within the region.

1. Break Fix support for all supported hardware, installation and configuration of new hardware & software and to provide remote support for the purpose of troubleshooting and resolving issues.
2. Use their ITSM tool (NetHelpDesk) to monitor incidents assigned to you and manage the replenishment of parts and returns and manage incident closures with the Service Desk team.
3. Identify future failures based on faults, experience consumption within their customer estates.
4. Help them maintain accurate customer and asset information within the NetHelpDesk system by:
a) Appropriately recording IMACS
b) Efficiently recording and following through new deployments.
c) Managing engineering visit outcomes effectively.
5. Facilitate as much as possible first visit fix within front line support for customer faults, by pre-vetting calls and ensuring that parts required are shipped or identified ahead of visits.
6. Adopt a service view of managing customer faults from the initial contact to resolution by:
a) Communicating with customer regarding the status of their requests/issues in a timely fashion.
b) Escalating within the company any likely service target failures.
c) Coordinate and communicate activities between the sales, engineering, orders and other teams to ensure that a quality service is presented to the customer.
7. Follow best practice to ensure that all SLA's are met and provide total customer satisfaction and where necessary recommend improvements to best practice across the entire team.
8. Facilitate Paper and Consumable replenishment within the fleet working to a just in time methodology in order to ensure minimum downtime and restrictions of service.
9. As a key value of all activities, consider customer services and the business as a whole by:
a) Identifying opportunities to improve services or offerings.
b) Promoting consistency amongst the Engineering Team.
c) Ensuring records are managed efficiently to enable timely billing.