Field Support Specialist

Field Support Specialist.

Barron McCann Ltd is an independent IT service provider offering a range of IT support services, from help desk through to rapid response on sight repair and maintenance; our customers are some of the most prestigious names on the high street.

Main Duties and responsibilities:

• Carry out technical site visits as required for repairs on IT equipment
• Diagnose and carry out structured cabling or WiFi Fault repairs
• Attend fault calls where the local engineer does not have the required skill set
• Attend escalated break-fix and problem calls
• Diagnose and/or repair faults to component level, or whole unit replacement where required
• Conduct site surveys for WiFi installation and planned upgrades
• Planned and regular maintenance of all on site equipment
• Responsible for advice to employed engineer’s queries
• Coaching and mentoring individual engineers to improve technical and soft skills
• Responsible for ensuring all knowledge is current and up to date, and responsible for introducing new processes and equipment as required
• The ability to have technical conversations and effectively challenge and question to ensure the correct outcome
• Provide support for engineer’s development plans to improve their capabilities
• Be prepared and available to undertake any relevant training as required
• Provide a timely, polite and effective service
• Provide on-call cover during evenings and weekends on a rotational basis
• There is a requirement to work at various heights, therefore, the ability to carry out work using ladders, and other such equipment is a requirement

Skills, Knowledge & Experience:

Essential:

• Experienceof maintaining and installing EPoS equipment
• Detailed knowledge of computer hardware (EPoS, PC’s, IP networks, WiFi networks and Service Hardware)
• Planning and organisational skills; able to establish efficient and appropriate plans, and adapt quickly and effectively too unexpected changes
• Customer service; understands and responds to customer needs (internal and external), and exceeds expectations where possible
• Communication and team working; work co-operatively with others to achieve a common goal, and communicate information in a clear, concise and accurate manner
• Problem solving and decision making; analyse information appropriately in order to find the best solution, and take a balanced view to reach logical conclusions and make relevant decisions.
• Commercial and organisational focus; demonstrate an understanding of overall business and commercial issues facing the company
• Commitment to results; committed to obtaining results through taking responsibility, demonstrating a positive attitude and ensuring quality

Desired:

• Previous experience of working within a mobile workforce
• Proficient in the use of Microsoft Office software
• Ability to quickly learn new software packages
• Due to the nature of the work, out of hours work will be required
• Extensive travelling within the area is required
• Occasional overnight stays
• Full UK driving license