IT Tech Bar Engineer

We are recruiting for a Tech Bar Engineer on contract to work in our customers London office.

You will provide technical support at one of our key customers sites. you will have both excellent technical and interpersonal (soft skills), whereby our customers will bring in their devices (laptops, tablets, smartphones or peripherals for example) to seek service support. You will usually address how-to questions and offer troubleshooting and break/fix services through scheduled appointments or ad hoc requests (also available as virtual appointments delivered via MS teams) and or directly at the customers desk.
You will be well versed in Windows 10 /11. Office 365 / Google Workspace, You will be able to learn quickly and implement changes when required

Who We're Looking For

• We expect you to be passionate about IT when dealing with customers on a day-to-day basis
• You have excellent hardware/software break fix experience and problem-solving abilities
• You will provide a superior level of service and assistance to ensure that our customers are well taken care of for any support related issues
• Your Soft skills must be unquestionable
• We expect you to take responsibly for you own area which includes the IMAC life cycle as well as managing your ticket queue in line with contractable obligations
• You are expected to adhere to SLA’S agreed with the customer

 
What You'll Do
You will be working as part of a dynamic and international team you will be providing day to day support onsite via our TechBar
Some of the daily activities are:

• Deploy and support locally attached In-Scope Devices
• Provide workplace break/fix and Level 2 hardware and system software support as coordinated through the Service Desk (level 1)
• Coordinate with Vendor for server break/fix and Level 2 hardware and system software support as coordinated through the Service Desk
• Maintain and update processes and procedures for supporting the On-Site Technical Support Service
• Maintain appropriate equipment spares inventory levels in local sites to meet Service Levels for all locations
• Monitor, track, and analyse equipment failures based on ticket trends to identify any emerging or developing trends that will have negative impact on operational performance and develop recommendations on corrective action plans
• Proactively identify opportunities to continually improve services, and improve resolution across L1, L2, L3 support tiers
• Coordinate with the Service Desk and all other necessary departments to manage all On-Site Technical Support requests
• Collect and distribute the hardware from/to users (movers, leavers, newcomers, etc.) and do the necessary related administration (as part of IMAC)
• Support board meetings and events
• Initiative-taking tracking and resolution of all issues
• You are expected to Own, Monitor, Track, Communicate and close your tickets

 
What You'll Need
You will be an expert in dealing with customers at all levels; you will bring exceptional direct technical skills as well as great interpersonal skills

• Operating Systems Expertise: A solid understanding of Windows 11 in troubleshooting, configuring, and optimization
• Software and Application Support: A good working knowledge of the common software, office suites, and industry-specific applications used. You will be capable of troubleshooting issues and offering guidance on how to use these tools effectively
• Mobile Device Management (MDM): Proficiency in managing mobile devices, including smartphones and tablets, is essential. This includes configuring email, securing devices, and troubleshooting mobile-specific issues
• Hardware Troubleshooting: An in-depth knowledge of computer hardware, including laptops, desktops, printers, and peripherals, is required. You will be able to diagnose and repair hardware issues and/or coordinate hardware replacements
• Network Troubleshooting: Possess the ability to diagnose and resolve network related problems is vital. You will understand both wired and wireless network configurations and be able to ensure a reliable and secure connection
• Audio-Visual Technology: An Understanding of audio-visual equipment, including video conferencing systems, projectors, and sound systems, is important for setting up and troubleshooting presentations and meetings
• Cloud Services: Familiarity with cloud-based services and platforms, such as Microsoft 365,
• Problem-Solving and Adaptability: In addition to technical skills, you will possess strong problem-solving abilities and the capacity to adapt to modern technologies and tools quickly
• Softskills: Exceptional customer facing and communication skills and are adaptable and welcoming of change and communicating it
• Google Workspace