Implementation Specialist

• Provide first-line and remote technical support to clients and field-based engineers.
• Log, update, allocate, monitor and close incidents within the call management system in accordance with SLA requirements.
• Perform remote diagnostics and troubleshooting of hardware and software issues using approved tools and methodologies.
• Ensure accurate capturing of incident details, resolution, and service activities within the call management system.
• Monitor call queues and proactively escalate incidents to ensure SLA compliance.
• Liaise with field-based engineers, vendors and internal stakeholders to coordinate service delivery and incident resolution.
• Maintain and update configuration management information.
• Track and follow up on outstanding incidents to ensure timely resolution and client communication.
• Ensure compliance with operational procedures, quality standards and service delivery requirements.
• Support operational reporting and continuous improvement initiatives relating to service delivery and incident management.

Junior Customer Engineer – FS

• Provision of routine hardware service, or ‘remote’ diagnostic activities, under close supervision, ensuring achievement of contract service levels with the contracted clients.
• Continuously use appropriate operating systems, hardware, tools and/or paper documentation to maintain the configuration management system, including the configuration management database (CMDB)
• Successfully perform the full range of defined tasks associated with operating and controlling of installed hardware and software on a continual basis
• Ensure effective and efficient execution of all tasks and procedures to agreed levels of service or specific requirements
• Agreed plans or instructions to install or remove items of hardware and/or software (typically those requiring greatest expertise in installation) are followed. In addition, tracking and checking the necessary items to ensure that these are as described in the instructions or plans.
• Continually install or remove hardware and/or software by using supplied installation instructions and tools and following agreed standards
• Support fellow technicians telephonically using remote tools and customer software packages i.e. remedy. Diligently drive SLA

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Junior Customer Engineer – FS

Junior Customer Engineer – FS