About The Role
We are actively building diverse teams and welcome applications from everyone.
Role: Customer Support Engineer (Site)
Location: Warrington
Contract Type: Permanent
Salary Package: Competitive salary plus large company benefits, a broad flexible benefits scheme, and 2 paid‑for volunteering days a year
Hours: 9.00 am - 5.30 pm Monday - Friday
Interview Process: 1 stage
Role Purpose
To attend customer sites to provide support of IT hardware and software products within the required Service Level Agreement (SLA). Working efficiently and proactively to deliver IT support services to the customer.
Key Responsibilities
- Diagnose, repair, and maintain hardware (PCs, laptops, local and network printers and associated peripherals) covering several sites (depending on the customer). This may also include basic servers, AV, telephony, and relevant network activities in line with customer requirements.
- Complete operating system / application related incidents to customer/manufacturer procedures and specifications where required.
- Complete IMAC projects to customer procedures and specifications where required.
- Communicate with Call Administration and/or Service Delivery Manager and the site throughout the day where required.
- Complete part movements (RMA generation & physical movement) in a timely manner, returning items as directed.
- Achieve the KPI targets set for your role.
- Understand and adhere to all local site‑specific Fire, Security and Health & Safety regulations.
- Ensure all incidents dealt with are processed on the appropriate call management (ITSM) tool and within SLA.
- Embrace and train on any new technologies and maintain the skills and knowledge required to perform the role to the required standard.
- Carry out any other reasonable request from your line management.
- Participate in 24/7 coverage via a rota system (where contractually identified).
- Work a certain amount of overtime when required to do so.
- Practice ‘Quick Win’ processes.
- Act as a mentor to other engineers when required.
- Be compliant with management system policies, company policies & guidelines and take responsibility for health & safety in the workplace.
- Maintain company assets to keep them in good working order and good general condition.
- Be familiar with customer policies and processes where applicable.
- Be able to produce and update technical documentation where required.
Skills and Experience
- Must always be professional and presentable.
- Must have full UK driving licence where required to perform the role (customer specific).
- Must have excellent customer facing skills.
- Must be able to obtain the Government and/or Police Security levels required in order to meet the operational requirements of the role (no caveats) and as per the requirements stipulated in relevant customer contracts.
- Will be required to be self‑motivated with good organisational skills and can work unsupervised.
- Must possess or can obtain relevant technical certifications.
- Must possess at least CompTIA A+ qualification or have the equivalent knowledge / experience, as well as knowledge of Operating System administrative tools and application support and telephony.
- Must possess the ability to work at height and undertake varied manual handling activities.
- Will display positive behaviours which support team productivity.
Equal Opportunity Employment Statement
SCC is an equal opportunities employer.
SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non‑membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.
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