Onsite Engineer

at  DXC Technology

JOB DESCRIPTION:

We are looking for customer-focused and enthusiastic Senior Engineer for the End User Workspace Team, with a genuine interest in solving peoples IT issues and empathetic to customer needs and requirements. The applicant should be technically competent, possess good written and verbal communication skills and be willing to collaborate with the wider IT support teams.
Key responsibilities are to deliver 2nd and 3rd line PC support, project management, VIP and AV support, asset & stock management, and perform to the Service Level Agreements (SLA). Working closely with the Technical Lead and respective teams to maintain a collaborative structure which is capable of blending BAU and VIP support with short term projects and ad-hoc requests, where scoped and agreed.
Day to day tasks include VIP support and escalations, looking after small works projects and assisting the Technical Lead in ensuring that the Tech Bar team delivers the required level of support within set KPIs and SLAs.
Work with the Team Lead to keep processes and documents up to date and to facilitate training plans so that people can perform to the best of their abilities. Be a credible communicator with the customer at all levels. Demonstrates excellent customer relationship building skills that help us move from a transactional style to a long-term partnership.

ESSENTIAL SKILLS / QUALIFICATIONS

• Knowledge of current and past Microsoft Windows operating systems
• Knowledge and experience using Microsoft 365, Active Directory, Azure & Intune
• Experience in Windows imaging techniques (Network & Local)
• Experience supporting mobile devices, Android & IOS
• Experience of working with AV systems
• Software & Hardware break/fix support
• Experience in troubleshooting technical issues.
• Previous experience with VIP support.
• Professional verbal and written communication skills
• Ability to foster creativity, individual contribution, and team collaboration.

DESIRABLE SKILLS / QUALIFICATIONS

• Good motivation, able to plan and prioritize work and demonstrate excellence customer service skills
• Flexibility and have a can-do attitude
• Vendor hardware repair accreditation
• Windows accreditation
• ITIL foundation

• Manage day to day short term projects and ad-hoc requests (NSRs – non-standard requests). Ensure the NSR/ Project tracker is up to date.
• Engage with and support meetings: team meetings, scoping meetings and project meetings.
• Assist the Team Lead to document processes, update the Site Management Guide, and maintain SharePoint. Highlight changes to processes or errors to the process owners.
• Support DXC improvement plans and promote cultural change.
• Work within the contractual guidelines and DXC Statement of work and highlight any local shadow agreements. When being presented with a commercial opportunity engage relevant with leadership.
• Hierarchical point of contact for escalations. Participate in escalation chats and meetings to resolve issues where required.
• Be politically savvy and understand support for VIPs and the stresses and priorities of our customer and our own support teams.
• May spend up to 60% of time on project & team management.
• Provide cover for the Team Lead when on annual leave.