Customer Support Engineer Leeds

The BSF Programme delivers a full Managed Service to a mix of new and existing schools. The programme will provide a service to mostly mainstream Schools but will also cover several Special and PRU institutions.

The service is managed from a core team of RM onsite support specialists including a Support Consultant and a team of School based Customer Support Engineers. An Operations Manager and a Service Delivery Manager hold overall responsibility for the service. The Customer Support Engineer role is designed to support the delivery of Managed Services, working alongside technical resource based in the RM head offices. The role will require travel across School sites in the Contract, supporting the service where required.

Requirements

• Experience of maintaining a range of networking and standalone hardware, and an ability to keep abreast of technology changes and innovation
• Has studied to, or achieved a recognised technical qualification (HNC)
• Ability to problem solve
• Ability to work effectively with personnel from different teams within the company - influencing skills, able to set customer expectations and verbally deliver difficult messages
• Excellent customer handling and inter-personal skills
• Ability to cope with change and adapt quickly to a new and developing type of service delivery
• The ability to work proactively with good planning and organisation skills
• Good verbal and written communication skills, able to adapt style to their audience
• Target focused
• Good time management and punctuality
• A flexible approach to out of hours working and multi location working, able to carry out ad hoc work outside of main role
  

Responsibilities

• Carrying out routine and ad hoc network management tasks including daily backups, anti-virus checking and other housekeeping tasks, ensuring preventable errors do not occur
• Respond to incidents logged by the customer, in an appropriate manner by having a detailed understanding of the Incident Management processes and its business impact
• Management of incidents to resolution for any network and equipment failures covering software, hardware and infrastructure problems as defined by the service level agreement. This may include both RM and 3rd party PCs and peripherals. Fully utilising the RM Systems to investigate incidents
• Identifying areas for improvement, communicating these to the Team leader, implementing local low level improvements in a timely manner
• Carry out hardware fault diagnosis, including the repair of IT systems, down to modular level and occasionally component level
• Ensure that all systems (RMi, Service Call, LogMeIn etc) used to carry out work activities are updated on a real time basis including the completion of detailed and accurate call notes. Following the communication and escalation steps as outlined in process documentation
• Know and understand the IT Service Delivery targets for the contract and be proactive in ensuring that these are achieved, taking actions to rectify if customer expectations are not met
• Work in an advisory capacity to understand customer satisfaction needs and act as initial contact for escalations and customer issues
  

The Individual RM is committed to Safeguarding and Promoting the Welfare of Children. This post is subject to an Enhanced disclosure check through the Criminal Records Bureau or Disclosure Scotland.

Benefits RM offer a competitive benefits package