Cancom UK is an IT Solutions firm with a number of offices and Data Centres across England and we are currently looking for an SC Security Cleared 1st Line IT Support Engineer to join our ServiceDesk on a an initial contract basis on site with one of our clients based in Birmingham. The role can later on turn into a permanent position if interested.
Engineers will be technically proficient at performing on-site support and triage activities for Desk, Wall and Floor ports; WAP ceiling ports; Satellite Equipment Room patching of access Switches;
Shared Printers (GovPrint); Audio Visual Equipment; Room Booking Tablets; Digital Signs. (The ITSM Provider will maintain labelling of devices, cables, printers etc. Initial labelling of these items is the responsibility of the parties installing the solution and is excluded from scope). This will include understanding how to power cycle devices in-scope of service and assisting with the replacement of faulted wireless access points or room booking tablets.
As part of service implementation, the on-site staff will be provided with training on the solutions within the scope of service and will attend service overview sessions to be delivered to occupier and helpdesk support groups to ensure there is a consistent understanding and interpretation of support procedures, escalation channels, responsibilities and scope.
In the delivery of day to day support, where an incident can not be diagnosed or resolved remotely, the on-site engineers will attend in-person to perform triage, diagnose, and resolve the incident or where support from a supplier is required, raise a ticket with the appropriate supplier as per the procedure for that supplier. On-site engineers will also escalate incidents to the ITSM Provider offsite team where required and will assist with on-site diagnostic and resolution activity under the guidance of the offsite team as required.
The on-site teams will be available between the hours of 8am-5pm, Monday to Friday.