Desktop Support Engineer for The PC Support Group

Company Overview

The PC Support Group specialises in providing computer maintenance and support to small businesses and home users. It uniquely combines the friendliness, flexibility, personal relationship and convenience of “the local one-man band” with the skills and professionalism of large corporate IT operations.

Our mission is to be the total computer service provider of choice for thousands of small businesses and domestic users in the UK and abroad by creating a network of small, dynamic and profitable local businesses supported by a first class national control centre.

We take our values very seriously and require that anyone joining us lives by them at all times. These values are: honesty, integrity, respect, freedom of expression, shared commitment, good value, reliable, technically excellent and friendly.

Job Description

The role mainly consists of:

• Taking and recording calls into the office
• Providing technical advice over the phone and on-site for desktop related issues
• Dealing with customer support requests plus system alarms/alerts according to priority
• Onsite customer visits to resolve problems

You will be responsible for:

• Constant customer dialogue and interaction on phone
• Continue to move all outstanding issues/tasks along to completion in timely manner
• Meet promises and commitments  to clients
• Repairing, tracking and returning faulty computer equipment
• Unpacking, assembling and testing new systems
• Ensuring that all equipment is cleaned before being returned to customer
• Managing electronic support tickets and logging of activities in the database
• Provide customers with realistic timescales for completion of work
• Ordering parts and equipment on behalf of customers
• Investigate faults and provide a brief fault report to the customer before undertaking repairs
• Providing technical and system usage advice to customers
• Perform other general administrative tasks
• Seek help, advice and information freely and urgently when needed

Attributes:

You will need to be:

• A natural analytical and problem solving person and able to learn on the fly
• A confident communicator (including listening ability) and have a good telephone manner
• Self-motivated
• Keen to help and assist others
• Willing to learn
• Ambitious and hard working
• Enthusiastic about technology and its use
• Able to show evidence of self-development/self-learning
• Keen to better yourself through constant learning and questioning

• Someone who has a sense of urgency – committed to delivering results
• Hold a full, clean driving license.

In addition to the above all staff are required to:

• Adhere to all The PC Support Group’s policies and procedures, including Equal Opportunities and Health and Safety.
• Respect confidentiality: all confidential information should be kept in confidence and not released to unauthorised persons.
• Undertake appropriate training and development as required.
• Participate in The PC Support Group’s Performance Review and Development Scheme.
• To undertake any other duties as required by the Directors of The PC Support Group

Package:

16k- 18k per annum (salary will be dependent on experience).  Full time, permanent position

Holidays will be 20 days per annum plus Bank Holidays/Public Holidays (although Bank Holidays may have to be taken on alternative days)

Candidates should note that short listing will be based on information provided on the application form with regard to the applicant’s ability to meet the criteria outlined in the Person Specification attached.

Application forms must be submitted no later than 5pm Friday 10th July 2009.

PERSON SPECIFICATION FORM

JOB TITLE: DESKTOP SUPPORT ENGINEER       

SCALE: £16-£18k (dependant on experience)

CRITERIA: Applicants should provide evidence of their ability to meet the following criteria:                           

Method of Testing:  A – Application form, I – Interview, T – Test, R – Reference

Desktop Support Engineer Job Specification

© The PC Support Group 2009