Allvotec stands for ‘all voice and technology’, delivering end-to-end services for partners across unified communications and technology services. We help run IT for customers of major services businesses, and through the hard work of our workforce, we are a capable, proven and agile partner delivering a wide range of IT solutions.

Objectives

Reporting to the appropriate Team Leader, Regional Manager, Service Delivery Manager the main role will be the provision of an IT support operation. The role will essentially involve the operation of the Tech Bar and day to day BAU tickets to the agreed Service Levels. The position will involve working a shift pattern as per the above. The engineer will also be required to be “smart hands” for other support teams working on the same contract.

Key Responsibilities

• To operate the Tech Bar and associated services (Campus location engineers only)
• To replace desktops, laptops and monitors as like for like and enabling a quick resolution with minimum inconvenience to the end user
• To provide printer support (Docucare)
• Perform Break fix on all desktop equipment
• To perform IMAC activities
• To ensure all drop ins/walk ups are logged on the ticketing system
• Complete all allocated calls and maintain regular contact with call scheduler
• To diagnose problems accurately using all the available resources and technical knowledge
• To provide timely, quality solution keeping the customer updated and escalating if required
• Refer to relevant procedures to perform role
• Ensure administration is satisfactory and up to date
• To carry out other tasks as requested by Team Leader
• To work with other 3^rd party service providers to the BBC
• To perform floor walking proactive exercises
• At times there maybe a requirement to work out-of-hours or at weekends for Project Work (Major IMAC projects, Office moves, mass upgrades) on a voluntary basis
• Feedback call quality issues to the designated call co-ordinator

Knowledge, Skills, Experience

• IT engineering experience – 3 years
• A good understanding of analytical troubleshooting
• A good understanding of networks and Windows Operating systems and Apple OS.
• Must be able to diagnose and repair desktops and laptops
• Desktop and laptop desirable
• Knowledge of specific customer software
• Customer liaison skills
• Sound Decision making.
• Basic knowledge of Server OS and navigation if needed as eyes and ears for smart hands calls
• Experience with Active Directory and SCCM (desirable)
• Basic hardware knowledge, Laptop Keyboards, Memory, Hard drives
• Experience with network fault troubleshooting
• Experience with Network builds
• Experience with network printer installs and configuration support.
• Experience with Microsoft applications in particular Office Suite of products
• Experience with VPN and remote working
• Experience with supporting Audio and Video IT Hardware
• Experience of call management systems
• An understanding of ITIL Service Support and Delivery disciplines and methodologies
• Good troubleshooting skills
• Team player
• A smart and tidy appearance at all times
• Proactive
• Technically competent
• Co-operative/flexible
• Attention to detail
• Can work under pressure
• Tact & diplomacy
• Good time-keeping
• Good Communication skills
• Strong Customer Care Skills
• Adhere  to Health & Safety procedures

Working Location/Environment

The position is Site based to cover BBC in Salford. This is shift work 05:00-20:00, 365 days a year.

Salary

Allvotec thrives in rewarding staff for their hard work and good quality and as such there are fantastic opportunities for progression throughout the company.

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