Field Technical Support (NPPV3, SC Cleared, BPSS) – Exeter

Field Technical Support (NPPV3, SC Cleared, BPSS) – Telecoms – Exeter

Day rate: £150 – £200 (inside IR35)

Duration: 3 – 6 months

Start: ASAP

My new client is looking for a Field Technical Support with customer facing experience to join on a contract basis. The location of the role is in Exeter and you will be required to drive a company vehicle around the Devon and Cornwall area. NPPV3 or SC cleared is highly desirable, if not you MUST have the ability to gain National Security Vetting clearance to SC level + customer specific extensions, which requires residence in the UK for a minimum of 3 years

The role:

• Delivering successful technical resolutions to end user customer end user device issues escalated by first line/second line as require physical presence.
• Utilise experience and evolving technical ability to restore normal service to users as quickly as possible.
• Problem solving and application of technical knowledge to unknown issues.
• 3rd party hardware warranty management and repair
• To deal with customer requests in line with Service definitions and SLA’s.
• Provide technical installation knowledge to complete change (HIMACs) requests within SLA
• Delivery of End User Device elements of Projects with agreed SLAs
• Completion of Configuration Item change forms and supply with SLA to Configuration Manager
• Accurate and timely time recording of activities
• Maintaining relationships with interfacing business functions and IT departments.
• Proactively owning scheduled workload as well as reactively managing multiple tasks as escalated by the team to meet key performance indicators
• Undertake personal training and development in line with departmental needs and in line with Personal Development Plan agreed with Line Manager.
• Participate and contribute to Continuous Improvement and coaching within the team.
• Available when required to work out of hours on an overtime basis.

Skill required:

• Strong customer focus and drive to provide proactive, pre-emptive, and best in class service
• Ability to process complex ideas and think logically; perceives and understands others
• Possesses the ability to take well-evaluated risks and be audacious in making decisions and taking action
• Proven ability to execute plans under difficult circumstances; confronts and resolves conflict; demonstrates high energy
• Acts with integrity and takes responsibility for own actions and responses
• Familiarity with collaborative ways of working
• Ability to follow well defined procedures and qualify/highlight anomalies
• Ensure that the Call Management Team and Service Desk are kept informed with regards to Field Service activities, such as knowledge and incident resolution as well as change completion

Ideally two or more of the following technical skillsets at a Competent level:

• Competent Windows Operating System skills
• Active Directory, Group Policy troubleshooting and Client-Side networking.
• Competent MS SCCM deployment, troubleshoot and support skills
• Competent client application installation and troubleshooting skills
• Mobile Device Management, build and deployment
• Certified Lenovo Warranty professional
• Competent communication skills – interacting at various levels across the customer and the organisation
• Competent analytical and creative skills
• Competent organisational and self-management
• 1 – 2 years’ experience in a technical support/operational role