Senior IT Hardware Engineer

7 days ago

Delhi, Delhi, India Civica India Full time
Role Purpose
Responsible for the Civica IT Hardware management in relation to the UK workforce. This includes but is not limited to purchasing, building, supporting, supplying, updating, decommissioning, disposal, and asset management of kit. Hardware includes desktops, laptops, mobiles phones and peripherals. Maintain accurate and up-to-date records of the organisation's IT assets, such as hardware, licenses.

Provide occasional back up to the India Internal Team providing onsite support for the BCC with the AV equipment and other devices.

Reviewing ticket queues within the ITSM system and acting accordingly in line with support processes. Provide training and support to Less experienced Hardware Team members to ensure progress and improvement.

Principal Accountabilities Customer service:

  • Support internal customers via multiple channels, including face to face, to effectively service their needs in line with Civica policies, procedures and expected service levels

Accuracy:

  • Maintain accurate records (on the designated systems) of work completed, changes made, customer interactions in line with data protection laws and Civica policies

Compliance:

  • Adhere to prevailing Service Management policies, processes, and procedures (e.g. ticket handling policy, incident management, request fulfilment and problem management).

Personal development:

  • Maintain and develop your customer skills, technical skills, and knowledge in line with the relevant
Progression Framework objectives agreed with your line manager

Continuous improvement:

Provide:

  • Feedback to improve existing knowledge management, suggest requirements or content for new knowledge articles and, where directed to do so, create new knowledge articles.
  • Support continuous improvement through active participation.

Time management:

  • Take personal responsibility for managing your time effectively and proactively. For example, in meeting any performance standards on utilisation, highlight to your line manager when you are under or over utilised.

Be part of the team:

  • Work in a manner that embraces Civica culture and values and participate where possible team activities

Our values:

  • Knowledge - Integrity - Action Operational targets:
  • Meet productivity and quality performance standards for customer experience, compliance and operational excellence targets set by line management. e.g. utilisation, attendance, and workload.
  • Meet contribution targets for knowledge management and continuous improvement set by your line manager. Personal objectives
  • Meet Specific, Measurable, Achievable & Timebound (SMART) objectives set by your line manager.
Essential Competencies Relevant 4+ years of experience in similar role Delivering the service · Record, manage and action customer incidents and service requests

The related activities are:

  • Receive and process internal requests for support following agreed processes and procedures.
  • Action / resolve tickets within agreed SLA.
  • Document the work completed.
  • Deliver ongoing updates to kit. e.g. refreshing outdated hardware.
  • Ability to maintain knowledge documents and asset registers.

Technical competencies:

  • Understanding of the technical skills relevant to their discipline (device administration and configuration, EUC and Server hardware break/fix, etc)
  • Strong understanding of Windows, and macOS operating systems.
  • Strong understanding in the basics of team-specific services, applications, and tools such as Microsoft Configuration Manager, OS administration & Mobile Device Management (MDM) systems.

Senior members of the team should be:

  • Proficient in Microsoft Intune for device management.
  • Demonstrated expertise in Windows Autopilot setup, including: Creating deployment profiles. Auto-enrolling devices into MDM services. Customizing out-of-box experiences (OOBE). Ability to configure and manage devices using Intune and other similar tools.

Proficient in Microsoft Excel:

  • Ability to create and manage spreadsheets.
  • Familiarity with functions, formulas, and data analysis.
  • Experience in data visualization using charts and graphs.
  • Comfortable with pivot tables and data manipulation.
  • Knowledge of advanced features such as macros and VBA scripting. Communicating effectively Demonstrate active listening and ability to communicate in writing, verbally and face to face communications (and understand when to choose the appropriate medium).

The behaviours/attitudes relevant to this are:

  • Understand the need for and importance of choosing
appropriate styles and techniques – based on the situation. · Deliver messages effectively and confidently. · Excellent written communication · Delivers high-quality work at a steady pace.

· Has a customer-focused attitude and manage expectations whilst providing a friendly and helpful service to users to resolve their queries.

Team Working Work cooperatively with others in achieving customer satisfaction and team goals. Share information and knowledge and understand how work of other teams relates to own.

The behaviours/attitudes relevant to this are:

  • Contributes to a healthy team environment based on open, honest communication, mutual trust, and collaboration.
  • Is open to and accepts feedback graciously. Eager to find ways to improve.
  • Confidently collaborates with other technical teams with the assistance of more senior team members.
  • Participates in team ceremonies/meetings/projects as required. Maintain Accurate Records
  • Maintain accurate and up-to-date records of the organisation's IT assets, such as hardware, and licenses,
  • Use IT asset management tools and software to track, monitor, and report on asset data.
  • Coordinate with management and other teams on asset procurement, deployment, maintenance, and retirement.

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