SCC
Tech Bar Engineer - Pegasus
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Role: Tech Bar Engineer - Pegasus
Location: London
Contract Type: Permanent
Salary Package: £32,000 - £37,000 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year
Hours: 08:30 - 17:00, Monday – Friday
Interview Process: 2-stage process
Why SCC?
- An inclusive workplace
- Excellent package: solid basic and company benefits
- Hybrid working & core hours in line with role requirements
- Career development and life-long learning opportunities
- Opportunity to join Europe's largest privately-owned IT Company
Role Purpose
The Tech Bar is an innovative and customer-friendly way of providing face-to-face on-site IT support to customers. This consists of answering ‘how to’ questions, providing a first-time fix where possible and offering the most appropriate and efficient solution.
The role is to provide face to face first line and second line support which will include technical advice (both proactive and reactive) to customers on queries and requests related to all aspects of application, desktop/mobile and network systems and to ensure that this support meets the established Service Level Agreements and quality standards in line with customer expectations. In addition to this you will provide hardware support, including configuration and replacement of devices.
The most integral element of this role is the enhancement of Customer Experience which requires a positive, upbeat, and proactive ‘can do’ attitude.
Key Responsibilities
- Manage workloads and ticket queues to ensure that agreed SLA’s and OLA’s are adhered to.
- Provide technical assistance to customers on the use of desktop, laptop, tablet or mobile devices, hardware, and software in accordance with service level requirements.
- Ensure that all customer enquiries are effectively logged and maintained to the highest quality, this may also include proactive updates to the customers.
- Installation of hardware, software and applications or upgrades on customers’ systems (Desktops, laptops, tablets).
- Moving of equipment, remove and decommission redundant equipment.
- Rebuilding of devices.
- Processing of/or movement of equipment as required for buffer stock and logistics purposes, adhering to correct procedures with regard to the CMDB and Asset Management.
- Ensure effective escalation and hand-over of customer enquiries/problems to the correct referral group and/or 3rd party maintenance supplier ensuring accurate information is provided and the process is carried out in a timely manner.
- Carry out extensive technical investigation prior to hand-over/referral.
- Provide timely and accurate information to the scheduling teams including work progress and service levels.
- Support incident, problem, and escalation management for the field services domain.
- Keep up to date with changes in the IT systems of the customer and industry.
- Weekly/daily reporting input required on key issues and trends identified at the Tech Bar.
- Ask for ad-hoc and structured feedback in relation to the service(s) used by the customer during and after their visit.
- Contribute to running ‘how-to’ demo sessions used to showcase and inform end users about kit/tech and solving common IT issues.
- Undertake floor walks in the building to identify and log faulty IT equipment needing replacing or fixing.
- Ensure appropriate communications when visiting pop up Tech Bar sites so customers are aware of your on-site presence.
- Completing Project and Demand Package Tasks if required.
- Respond to reasonable requests for support and completing ad-hoc tasks to support the delivery of the service.
- Provide cover for peers when required
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Skills And Experience
- Appropriate IT background and experience.
- Appropriate customer facing / user support experience.
- Evidence of problem-solving skills.
- Demonstrate that they are well organised.
- Demonstrate a good understanding of a Desktop environment, PC technologies, desktop / server hardware and software architectures.
- Experience working with ticketing systems such as ServiceNow.
- Proficient with operating systems, Microsoft applications, Web browsers on PCs/laptops/mobile devices, including but not limited to:
- Modern Management
- Windows 11
- Internet Explorer, Edge, Chrome, Intune
- Basic working knowledge of server infrastructure, cabling and networking.
- Ability to identify and distinguish between hardware, software, network, and server problems.
- Knowledge and understanding of working to defined SLAs.
- Strong interpersonal and customer facing skills.
- Ability to liaise effectively with users and other support team members.
- Ability to give specific and clear instructions and problem-solving advice.
- Disciplined prioritisation, time management and scheduling abilities for individual tasks and team members.
- Flexible with the ability to change priorities quickly and the capacity to handle multiple tasks in a fast-paced, changing environment.
- Strong emphasis on delivering an excellent customer experience, while working under pressure with urgency, with an ability to communicate professionally to all levels of the business.
- Ability to multitask, handle high workloads and high call volumes in a busy working environment.
- An excellent troubleshooting mentality with the ability to visualise a problem or situation and think abstractly to solve it.
- Articulate in both verbal and written communication.
- Professional/approachable/flexible approach to work; ensuring punctuality, tidiness, and diligence with the aim to provide the customer with the best possible service.
- Ability to work well under pressure and to meet deadlines.
- Ability to cross train, grasp new concepts and pick up different technologies as required.
- Must be able to work independently to deliver to timelines as well as ensuring downtime is reduced and filled with proactive work.
- Must be able to drive proactive issue resolution by thinking out of the box in some instances, and when unable to resolve these issues will take ownership and accountability for these issues.
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About Us
SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.
We are an equal opportunities employer
SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.
If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.
Diversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/
Sustainability at SCC - https://www.scc.com/sustainability-at-scc/
Life at SCC - https://www.linkedin.com/company/scc/life
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