Site Support Engineer
Scotland based - 5 days a week on site
Full Time Contract Inside IR35
Security Clearance required

Your role

We are looking for a Site Support Engineer to work on site 5 days a week, Monday through to Friday, with scope for out of hours support, you will be responsible for planning and guiding Service delivery, achieving required service levels and customer satisfaction. You will aspire to deliver impeccable service and controls costs.

Key Accountabilities

• Customer Relations. Establishes relationships with customers and a range of managers.
• Service Delivery. Using strengths of team to achieve effective and efficient delivery of service.
• Ensure the delivery of Services to meet SLAs as a minimum.
• Awareness of Military Contract, amendments where necessary.
• Service Management Reviews - every quarter with the customer and other stakeholders.
• Provide Cover for Team Lead during periods of absence.
• Maintenance of technical accreditation for the support of all hardware and software covered under the Military contract.
• Reporting to the Customer GSS RECTS Controller and assist with incident/change management.
• Reporting to the Team Leads and assist with incident/change management.
• Be prepared to travel to other customer sites as required.

Your experience

• Be experienced/certificated in the break-fix support of product ranges to respond to in-warranty & out-of-warranty support calls.
• Perform in-warranty break fix tasks on behalf of customer warranty teams.
• Expectation is for role holder to maintain associated accreditation.
• Understand contracted SLA's and ensure processes and OLAs are met.
• Provide 1st line support for installed third party hardware and raise support calls where applicable.
• Monitor progress of fix.
• Attend customer daily briefing(s) and feedback/assist with any issues that arise from this meeting.
• Attend service management calls and report on asset status.
• Manage own and central asset registers.
• Manage own workload and support that of other team members.
• Provide remote support for deployed assets as required.
• Provide technical support activities as part of service delivery provision and to include deployment of new hardware including installation, troubleshooting, problem resolution and maintenance (where applicable).
• Responds to customer questions regarding operation and malfunctions.
• Advises customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction.

Key Performance Indicators

• Maintaining and growing technical skill levels of self and the team and parallel growth in soft skills, to balance technical Capability.
• Coaching, training, and mentoring other team members.
• Awareness and conformance to all relevant standards.
• All aspects of Performance Management process completed.
• Build relationships with internal peers, stakeholders, and customers as appropriate.
• Customer feedback.
• Recognize where risk exists and communicate that risk to the appropriate channels, with a proposal to address the problem.
• Regular review of all service issues and exceptions.
• Encourages the use of best practice across the team, including documenting and sharing with others.
• Refer to SFIA Framework for Professional Competencies

If this role is of interest to you, and you have an active security clearance - please apply now!

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.