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Back to jobs Junior Print Engineer - site based
  • Bradford, West Yorkshire
  • £20,000 to £23,000
  • (Permanent)
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The purpose of this position is to provide front-line support for their Managed Print Services customers.
Through not only reacting to requests driven and presented by the customer, but also anticipating issues and problems and planning or communicating accordingly.

A key element of this role is to combine the above with incident and parts administration and coordination of replenishments, service desk and customer services activity in other teams.

Key Tasks:
1. Facilitate Consumable replenishment within the fleet working to a just in time methodology in order to ensure minimum downtime and restrictions of service
2. Facilitate Paper replenishment within the fleet working to a just in time methodology in order to ensure devices always have access to paper. Local paper stores are provided and need to be managed
3. Break Fix support for all supported hardware, installation and configuration of new hardware & software and to provide remote support for the purpose of troubleshooting and resolving issues
4. Use their ITSM tool (NetHelpDesk) and the customers own tool to monitor incidents assigned to you and manage the replenishment of parts and returns and manage incident closures with the Service Desk team
5. Identify future failures based on faults, experience consumption within their customer estates
6. Help us maintain accurate customer and asset information within the NetHelpDesk system by:
a) Appropriately recording IMACS
b) Efficiently recording and following through new deployments
7. Adopt a service view of managing customer faults from the initial contact to resolution by:
a) Communicating with customer regarding the status of their requests/issues in a timely fashion
b) Escalating within the business any likely service target failures
c) Coordinate and communicate activities between the sales, engineering, orders and other teams to ensure that a quality service is presented to the customer
8. Follow best practice to ensure that all SLA’s are met and provide total customer satisfaction and where necessary recommend improvements to best practice across the entire team
9. As a key value of all activities, consider customer services and the business by:
a) Identifying opportunities to improve services or offerings
b) Promoting consistency amongst the Engineering Team
c) Ensuring records are managed efficiently to enable timely billing

Desired Skills & Abilities:
- HP accreditation in at least one of the areas mentioned above, either current or expired or equivalent experience in this area
- Preferable SC or ability to achieve a level of security clearance. Some of their customers are Education
- Basic experience of usual MS Office tools
- Comfortable with call management type systems
- General IT Knowledge, particularly printing and imaging products
- Ability to work within multiple collaborative teams
- Ability to organise resources and plan to meet contract driven SLA’s