Technical Call Vetting Engineer

at  Vista Retail Support

JOB TITLE: Technical Call Vetting Engineer
Department: Technical Services (TSG)
Location: Cardiff Office
Reports To: Technical Services Manager
Purpose: To carry out remote technical vetting, fault rectification and call closure of faults logged on customer’s equipment. To support field service engineers’ in identifying faults, ordering parts and coordinating activities to successfully achieve customer service level agreements.

Main Tasks and Objectives

• Working with customers to remotely diagnose and rectify faults logged on customers’ equipment to ensure full functionality according to manufacturer’s specifications
• Where a remote fix is not possible, to identify, order and monitor parts required by a field service engineer on-site
• Providing second line support to a range of customers.
• Provide technical support to field service engineers on a broad range of IT equipment to ensure that the best level of customer service is provided
• Keeping customers informed at all times of progress of work
• Report escalations to relevant helpdesk in accordance with each customers’ relevant escalation procedure as and when it is required to ensure the best level of customer service is provided
• Update “Metrix” operational system to ensure smooth communication between company and customer and to allow customer service reports to be produced
• Manage workload to meet customer needs and ensure the communication is maintained with contact centre, field service manager and customer service delivery managers as and when necessary
• Be part technical services group rota working evenings and weekends
• Work to successful KPI targets set by the team leader
• Document procedures and customer specific information to grow the company’s knowledge base
• Help to train any new starters as and when requested by the team leader or Contact centre manager.
• Any other tasks as requested by the team leader or Contact centre manager.

Outcomes and Deliverables

• Customers receive a professional service and feedback is positive
• Meet and if possible, exceed closure rates to meet service level agreements
• Positive internal relationships are achieved
• Successfully support field service engineers and second line support to rectify faults in a timely manner
• Help to build a first class technical services team that contributes to the overall growth of the business

In addition to the above duties the post holder must be prepared to undertake such additional duties which may result from changing circumstances.
All staff are expected to comply with all VRS Ltd management systems and procedures and conform to the requirements of all standards and certifications held by Vista Retail Support Ltd.
Job Types: Full-time, Permanent
Pay: £22,310.00 per year

Benefits:

• Company pension
• On-site parking
• Private medical insurance
• Referral programme

Schedule:

• Overtime
• Weekend availability

Ability to commute/relocate:

• Cardiff: reliably commute or plan to relocate before starting work (required)

Work Location: In perso

• Working with customers to remotely diagnose and rectify faults logged on customers’ equipment to ensure full functionality according to manufacturer’s specifications
• Where a remote fix is not possible, to identify, order and monitor parts required by a field service engineer on-site
• Providing second line support to a range of customers.
• Provide technical support to field service engineers on a broad range of IT equipment to ensure that the best level of customer service is provided
• Keeping customers informed at all times of progress of work
• Report escalations to relevant helpdesk in accordance with each customers’ relevant escalation procedure as and when it is required to ensure the best level of customer service is provided
• Update “Metrix” operational system to ensure smooth communication between company and customer and to allow customer service reports to be produced
• Manage workload to meet customer needs and ensure the communication is maintained with contact centre, field service manager and customer service delivery managers as and when necessary
• Be part technical services group rota working evenings and weekends
• Work to successful KPI targets set by the team leader
• Document procedures and customer specific information to grow the company’s knowledge base
• Help to train any new starters as and when requested by the team leader or Contact centre manager.
• Any other tasks as requested by the team leader or Contact centre manager