Customer Support Engineer; Site

Role

Customer Support Engineer (Site)

Warrington

Permanent

Competitive salary plus large company benefits, a broad flexible benefits scheme and two paid‑for volunteering days a year.

9:00 am – 5:30 pm, Monday – Friday

To attend customer sites to provide support of IT hardware and software products within the required Service Level Agreement (SLA). Work efficiently and proactively to deliver IT support services to the customer.

• Diagnose, repair, and maintain hardware (PCs, laptops, local and network printers and associated peripherals). May include basic servers, AV, telephony and relevant network activities in line with customer requirements.
• Complete operating system / application related incidents to customer/manufacturer procedures and specifications where required.
• Complete IMAC projects to customer procedures and specifications where required.
• Communicate with Call Administration and/or Service Delivery Manager and the site throughout the day where required.
• Complete part movements (RMA generation & physical movement) in a timely manner, returning items as directed.
• Achieve the KPI targets set for your role.
• Understand and adhere to all local site‑specific Fire, Security and Health & Safety regulations.
• Ensure all incidents are processed on the appropriate call management (ITSM) tool within SLA.
• Embrace and train on new technologies and maintain the required skills and knowledge.
• Carry out any other reasonable request from line management.
• Participate in 24/7 coverage via a rota system where contractually identified.
• Work a certain amount of overtime when required.
• Practice ‘Quick Win’ processes.
• Act as a mentor to other engineers when required.
• Be compliant with management system policies, company policies & guidelines and take responsibility for health & safety in the workplace.
• Maintain company assets to keep them in good working order and general condition.
• Be familiar with customer policies and processes where applicable.
• Produce and update technical documentation where required.

• Must always be professional and presentable.
• Must have a full UK driving licence where required to perform the role.
• Must have excellent customer‑facing skills.
• Must be able to obtain the required Government and/or Police Security levels.
• Self‑motivated with good organisational skills and able to work unsupervised.
• Possess or can obtain relevant technical certifications.
• Possess at least CompTIA A+ qualification or equivalent knowledge/experience, with knowledge of OS administrative tools, application support and telephony.
• Ability to work at height and undertake varied manual handling activities.
• Display positive behaviours that support team productivity.

• 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.

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 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.