Senior On Site Technician

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TSOT Senior On-site Technician6 months contracts - Start date end of June/beginning of JulyLocation - Edinburgh - with travel to GlasgowRole PurposeMy Client a large technology company is looking for a candidate on an initial 6-month contract to work in Edinburgh with some travel required to Glasgow. The role includes providing technical support activities as part of service delivery provision and/or projects deployment, including installation, troubleshooting, problem resolution and maintenance. Responds to customer questions regarding operation and malfunctions.Key AccountabilitiesTechnical Capability. Works within a team as a noted expert with a wide range of systems or in-depth product knowledge without supervision helping to define and implement technical best practice. Ensures effective planning and implementation of creative and innovative service changes.

Contributes to the definition of operational processes, (both internal and external) and dealing with customer escalated problems.Service Level. Manages systems within Service Level Agreements, proposing, defining improvements and implementing changes to meet service level requirements. Monitors performance through statistical reporting and analysis.Project Work. Leads technical implementation of small to medium infrastructures and technical designs including producing cost and timescale estimates and identifying risks. On larger projects works within a technical framework of the project to meet customer requirements.

Customer Relations. Establishes working relationships with the customer and relevant operational units, at the appropriate technical and / or management level, to understand the requirements of the customer's business to deliver and enhance the service.Problem Solving. Takes ownership for obtaining the information required to diagnose and resolve more complex problems. Engages with third parties to jointly resolve in-depth product issues where necessary. Proactively analyses information and trends, proposing action to resolve problems, maintain and enhance service.Team Working. Takes a technical lead as appropriate, promoting knowledge sharing and development of other team members both inside and outside of the group. May coach and support other technical onsite technicians.Business Awareness. Proactively contributes both technically and commercially to identify and win new business. Understands the requirements of the customer's business, the scope of the contract and knows how issues impact the delivery of service. Professional Development. Stays up to date with new products, tools and techniques, encouraging their use within the business to promote continuous improvement of capability.Key Performance Indicators

* Feedback from customers, Project Manager, Service Lines etc.

* Proven track record working with product authority and external vendor support teams.

* Proven track record of problem resolutions.

* Successful solution designs implemented.

* Evidence of sharing and re-use of knowledge.

* Successful definition, implementation and conformance to processes.

* Service level requirements met.

* Response and resolution to escalated issues in a timely manner.

* Problem ownership demonstrated.

* Meets project deadlines and costs within own scope of responsibility.

* Successful track record of leading small projects.

* Errors with workarounds or fixes provided in a timely manner.

* Successful track record of working with third parties.

* Correct application of severity, impact and priority.

* New business secured and successfully implemented.

* Skills matrix up to date with products / systems/ technologies and techniques.

* Contribution to product forums and working parties.

* Up to date personal learning plan available. The Connect IT Bar activities:IT Ambassador Role visiting multiple locations within a scheduled basis.User Application / Software Support, Advise & GuidanceEnhancing user experience through delivering Service ExcellenceExcellent Communicator / Confident with Managing Users through to Senior Stake Holders within the Customer environmentKnowledge Article CreationNon-Standard Device Advice & GuidanceByte size Training & SupportAdvice and Guidance - Document recoveryAdvice and Guidance - Email - Personal Folder recoveryData management (Reasonable Endeavours)Data recovery (Reasonable Endeavours)Mobile Managed Provisioning / User SupportThe Individual will need to be Self Task Motivated & Managed