Workshop Technician

Purpose of Position

Manage all aspects of the day to day running of our technical workshop, including maintaining and keeping tidy and organised all times. Also supporting incoming client requests to facilitate hardware set ups, warranty repairs, and incoming deliveries. Ensure all deployments (remote and on-site) are efficient, set up to requirement and within required timeframe.

Main Duties and Responsibilities:

To be responsible for all workshop related responsibilities, including deliveries, stock control, hardware set ups, repairs and deployments. To keep the Workshop always tidy and organised. Check inventory/stock to confirm items received match what customer has ordered ensuring they are clearly labelled and organised in the Warehouse / Tech Area. Entering all stock received into internal ticketing system Diagnose, troubleshoot and repair any faulty hardware for clients; Escalate and organise any vendor/manufacturer related repairs for hardware Assist with the procurement and set up of hardware deployments. Image/configure SOEs on hardware specific to client; Make recommendations on workshop requirements or improvements to improve SOP efficiency or costings; Manage deployment timelines for hardware with internal & external stakeholders; Manage internal stock and loan stock inventory including processes to ensure it is tracked and charged where applicable. Maintain toolboxes, including tracking and making sure tools get returned. Liaise with internal / external stakeholders to organise on-site deployment and set up of hardware infrastructure, this includes basic troubleshooting to ensure hardware and software is working effectively. Maintain and oversee OHS standards within the Tech Area.

Other Duties:

Providing a memorable customer experience with every customer contact by ensuring every service request is handled professionally; Providing telephone and email support to internal and external customers; Investigating, diagnosing and assessing basic technical problems reported by customers; Documenting all customer interactions in our Customer Relationship Management (CRM) system; Collaborating with the Technical & Engineering team to diagnose problems and identify corrective actions for customers; Reviewing and updating knowledge base and technical support documentation to reflect current technical information on process or product; Support clients within all SLA timings and maintain communication throughout the entire process of incident management; Work with third party vendors and software providers to maintain and resolve product issues for our clients' systems. Follow agreed process and procedures by logging issues, requests and questions. Maintain and administer systems, which include Desktops (Windows OS), MAC OS, Microsoft Office suite, basic printing and Windows server support.

Skills & Competencies:

Customer service focused: Committed to providing exceptional customer service across all methods– written, phone and face to face. Communication: The ability to communicate clearly and concisely, varying communication style depending upon the audience, internally and externally Attention to detail: Excellent attention to detail and written skills when communicating with others, both internally and externally. Problem Solving: The ability to diagnose and troubleshoot issues confidently and efficiently. Time management: Accomplish objectives effectively within time frame given, and carry out administrative duties in an efficient and timely manner. Organisation: Is able to manage, plan and prioirise tasks in a logical and orderly manner Inclusive: Willingness to assist and support others as required within a team environment. Transparency: Communicate freely and effectively and is open to feedback on performance. Approachability: Receptive to others views and happy to assist other employees when needed Passionate: Encourages others and always bring their best self to work. Accountable: Owning situations and outcomes.

Technical Skills & Experience:

At least 3 years experience running or managing a high volume workshop. Previous MSP or Service Desk related experience (highly desirable, not essential).A current driver's license (essential).2 Years experience in a customer facing role

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