Service Delivery Engineer
The Service Delivery Engineer's primary responsibility is to provide a high level of customer service and support to external customers.
The role will provide remote support by creating customer incident tickets, identifying problems, troubleshooting issues and adhering to internal and external SLAs. They will also prepare room equipment for installation, support onsite engineers with testing, and maintain room and equipment records.
This position operates within a secure environment and is expected to protect all internal and external restricted information, policies and procedures
Duties/ Responsibilities for the Service Delivery Engineer
Maintain vigilance with Proactive Monitoring Platforms for Endpoint and Infrastructure Alerts
- Pre-staging equipment and pre-testing all room kit prior to installations
- Managing the spares stock and arranging replacement kit and replacements when required
Communicate with end users to assist with diagnosing and repairing audio and video issues remotely
- Managing tickets with a sense of urgency raised on the phone, email and over IM
- Scheduling fault engineers
- Preparing installation paperwork for engineers
- Supporting onsite engineers with test calls and troubleshooting
- Ensuring the room records are up to date, updating serial numbers in ServiceNow if equipment is swapped out
- Creating and maintaining standard operational procedural documentation
Working with internal and external resources to ship appropriate hardware
- Working with vendors analysing faults and pulling off diagnostic logs
- Testing room accounts
- Password resets of all Skype and Teams room accounts
- Working with collaboratively with onsite 3rd parties
- Working with the Major Incident Management team to support daily calls for P1/2 tickets
Pursue Research and Training as needed to better support clients and provide technical feedback
Participate in root-cause analysis
Required Skills/Abilities:
- Strong written and verbal communication required. The Representative must have the ability to research, analyse, and compile pertinent data surrounding a video, application, or infrastructure issue.
- This position should have knowledge of Audio/Visual technologies and their functionality to effectively service customers as well as a basic understanding of Network Topography.
- This position requires strong customer service skills, the ability to diffuse and control escalated situations in a calm and controlled manner, strong teamwork skills, the willingness to learn new skills and a keen interest in new technologies.
Education and Experience:
Mandatory job requirements:
- Must be willing to apply for security clearances, and other related clearances to be able to work with certain customers.
- Able to provide cover when needed for different shift patterns between the hours of 7am - 7pm Monday to Friday (excluding UK Bank Holidays)
Preferred Technical Job Requirements:
- Strong working knowledge of Video Conferencing standards
- Troubleshooting of AV systems
- Microsoft Teams Administrator - MS700
- Microsoft 365 Fundamentals - MS900
- Microsoft Collaboration Communications Engineer - MS721
- ITIL Foundation
Working experience with the following is preferred:
- ServiceNow or relatable ITSM platform
- Video hardware manufacturers
- Microsoft Teams
- Microsoft O365