Systems Engineer - Printer, Desktop, Laptop

Leeds, West Yorkshire, England
£23000 - £26000 per annum
03 Oct 2016
31 Oct 2016
Recruitment Genius Ltd
Contract Type
Full Time
This leading provider of Information Technology solutions and services is looking to recruit a Systems Engineer.

The purpose of this position is to provide frontline support for their Managed Print and Copy Service (MPCS) & Personnel Systems Group (PSG) 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 northern area customer base is strategically very important to us and in order to manage service and develop further, They have taken a strategic decision to place an engineer working out of their Leeds Head Office, but travel to other sites will be necessary for the purposes of training, parts and covering for other engineers.

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 call management system (NetHelpDesk) to monitor calls 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 Tesseract system by:
- Appropriately recording IMACS
- Efficiently recording and following through new deployments.
- 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:
- Communicating with customer regarding the status of their requests/issues in a timely fashion.
- Escalating within the company any likely service target failures.
- 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. Pre Configuration of Devices Prior to Installation
9. Workshop repairs of devices which have not been repaired on site or need more time consuming repairs
10. Holiday and sickness cover across all customer services and facing functions as required. This could mean travel outside your primary region based on absence or demand.
11. As a key value of all activities, consider customer services and the business as a whole by:
- Identifying opportunities to improve services or offerings.
- Promoting consistency amongst the Engineering Team.
- Ensuring records are managed efficiently to enable timely billing.

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