IT Support Technician

The Support Technician is responsible for providing on-site hardware engineering service support, and is also involved in supporting the applications that utilise the hardware and peripherals at level 1 and level 2. The successful candidates should be able to perform preventive and corrective maintenance and pre-empt/predict then diagnose customer impacting issues.

As our Support Technician, youll support the company by:

Incident & Change Management

• Supporting our high-profile IT systems, hardware and peripherals.
• Resolving/ eliminating /reducing client/user reported issues for all devices supported by the company, including request fulfilment, and managing and updating assigned tickets on the service management tool.
  • Providing an on-site engineering service function to the company's Customers in line with the customer contracts.
  • Supporting end users, ensuring the current systems are available
  • Providing a professional engineering service on customer site(s), corrective and preventive maintenance, in line with the Service Level Agreements (SLA) ensuring contractual targets are achieved and customer satisfaction maintained
  • Providing thorough L1 and L2 hardware and peripheral support for both the company and 3rd party systems
  • Liaising with internal teams and 3rd parties as required, supporting their Level 3 investigations into incidents/requests escalated to them
• Monitoring the printing environment and escalating any concerns as required
• Providing periodic reports, status updates or feedback as required.
• Installing, configuring, testing and commissioning project hardware, implementing and configuring software as required.
• Being fully conversant with the application software and hardware design as specified in the relevant contracts.
• Use of standard company tools for carrying out respective assigned duties including tools for remote support, asset management, service management, and any other tool used to provide the support and the contracted service. Assisting with the operation and /or maintenance of the tools.
• Change Management - Ensuring changes to the live systems are all adequately planned, tracked, tested, documented, approved and audited with the appropriate back-out plans

Asset and stock management

• Maintaining a spares stock inventory control by keeping part usage, requests, transfers, refurbishment and stock control documentation updated.
• Maintaining all company tools and equipment in a good working order ensuring all legal health and safety and quality are compliant.

Problem, Knowledge Management and training

• Problem Management assisting with the root cause analysis and determine both the best course of action for Restorations and Resolutions for incidents, and the resolution of problems.
• Knowledge Management - assisting with the generation and maintenance of all technical system and troubleshooting documentation, such as the creation of user guides, manuals etc.
• Assisting in the generation and maintenance of all technical system documentation, ensuring proper version control is employed in accordance with the latest standards.
• Delivering machine training for operators.

Ongoing and Preventive Maintenance

• Ensuring machine workstation, printer, tablet and kiosk performance is in line with or better than the customers contractual SLAs
• Being accountable for maintaining day to day successful operation of hardware equipment
• Carry out planned corrective and preventative maintenance in accordance with the company and OEM requirements

Collaboration and Stakeholder Management

• Working with customers, suppliers and the technical teams to meet and exceed SLAs and KPIs.
• Assisting with the helpdesk function whenever necessary and day to day support for all technical matters and to work closely with any local support companies
• Supporting internal/external audits.
• Performing Trusted Roles as per the Trusted Role Procedure and associated Terms of Reference, and the holding of credentials, as required.
• Being held accountable for timely communication of status or critical decisions needed from accountable executives - proactively identify options/recommendations
• Joining the on-Call support on rotation depending on team structure for the specific 24x7 service support requirements
• Participating in team meetings reporting on work packages.
• Participating in Business Continuity planning, Disaster Recovery planning, testing and recovery operations when either scenario is invoked.
• Other duties may be assigned as required.

Your Experience and Background include:

• Higher level education in Mechanical/Electrical engineering (A-levels, diploma, or Degree);
• At least 3 years experience in the handling of electro/mechanical equipment or supporting desktop workstations and printers.

• Ability to effectively communicate in the English language, both verbally and in writing.
• Ability to read and interpret technical journals, specifications, international technical standards, etc.
• An aptitude for IT
• Experience in installing and configuring PCs
• Proficient in Microsoft Office applications, such as Word, Excel, PowerPoint, etc.

Requirements:

• To demonstrate strong customer facing skills and ability to gain in-depth product knowledge.
• To demonstrate a flexible approach to location and working hours incorporating any appropriate shift patterns.
• Able to work under pressure.
• Analyses problems in a calm and logical manner to an acceptable solution.
• Driving License.
• Ability to challenge others in a reasoned and logical manner to explore all possible solutions.
• Able to collaborate with 3rd party suppliers.
• Hard-working, goal oriented and with a high level of energy and enthusiasm; able to operate efficiently, effectively and professionally within a fast paced, dynamic and results driven business environment.
• Effective at determining a course of action, breaking it down into smaller steps and planning accordingly. Able to plan and forecast based on business priorities.
• Ability to listen and understand information and to interpret stakeholder and customer needs.
• Excellent problem solving and critical thinking skills with the ability to analyse complex situations; responsible and accountable for own decision making.