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On-Site Technician

  • Salary: Negotiable
  • Job type: Contract
  • Location: Dublin
  • Sector: Support
  • Date posted: 10/10/2018
  • Job reference: BBBH90110

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On-site Technician

Role Purpose

Provides technical support activities as part of service delivery provision and/or projects deployment, including installation, troubleshooting, problem resolution and maintenance. Responds to customer questions regarding operation and malfunctions. Advises customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction. May be mobile or based on site at a customer building or campus. Works with little supervision and has limited specialization or ability to work on a wider range of systems.

Key Accountabilities

  • Technical Capability. Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).
  • Business Awareness. Develops an understanding of customer's environment and service delivery requirements to enable the delivery of a first-class service.
  • Process documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
  • Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are 'beyond them' and escalates so they can be resolved.
  • Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.
  • Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.
  • Personal Development. Takes ownership of own development and has a development plan in place.

Key Performance Indicators

* Feedback from customers, Project Manager, Service Lines etc.
* Proven track record of problem resolutions.
* Successful solution designs implemented.
* Service level requirements met.
* Response and resolution to escalated issues in a timely manner.
* Problem ownership demonstrated.
* Meets project deadlines and costs within own scope of responsibility.
* Errors with workarounds or fixes provided in a timely manner.
* Correct application of severity, impact and priority.
* Skills matrix up to date with products / systems/ technologies and techniques.
* Up to date personal learning plan available.

For more information please contact Alison on 01 6455250