Build Engineer in Portsmouth, Hampshire

Job Title: Build Engineer
Location: UK-Portsmouth, Hants,

Overview:
To ensure customer satisfaction levels remain high by providing accurate and timely onsite and remote technical support. This is to be achieved independently as well as by working with multiple internal and external to ensure adherence to set KPI's and contractually agreed SLA's and OLA's.
Supporting End User Services environment by providing proactive and reactive onsite and remote technical resolutions to Admin and Retail related incidents and requests Impacting numerous sites and head-office locations. Adhoc project related activity to support initiatives will also be provided. When required technical support given will be extended to our client's wider customer base.

Responsibilities:
Machine Builds
* Follow documented processes to build the required number of laptops, desktops and tablets each day to support incidents, requests and project work.
* Ensure devices are built as requested within defined SLA's so that the correct device is built with the expected build type, with correct applications installed and patches downloaded.
* Escalate to Build Team Lead or Service Operations Manager (in that order) if issues preventing build activities to complete arise.
* Liaise with Tech Bar engineers and/or build engineers across multiple sites and client support teams where necessary to complete device builds.
* Communicate timely and accurate responses to the direct company, clients and other interested parties in relation to the management of Incidents, Requests and Project Support being provided.
* Ensure the agreed number of each machine type, and each machine build are kept connected to the network ready for applications to be installed.
* Assess faulty devices and carry out required repairs on these devices according to expected vendor standards.

Logistics
* Securely pack laptops, desktops and all associated peripherals to support incidents, requests and project activities.
* Accurately label packaged items that are to be delivered to users' home addresses, or a client site.
* Transport packaged items at the required times to the Post Room to ensure equipment is sent out to users at the correct times.
* Correspond with delivery services and any other logistical teams to ensure equipment is delivered to the required location for the expected time as stipulated in the incident, request, or project requirement.
Stock Management
* Complete accurate stock counts at the time required on a weekly basis by counting all kit as stated in process document.
* Complete accurate audits of BAU kit when required to ensure stock databases reflect correctly what is held in BAU stock.
ServiceNow Management
* Updating ServiceNow tickets with accurate and thorough information at the required intervals as stipulated by agreed SLA and OLA measures.
* Managing ServiceNow incidents and requests that are assigned to you so that correct priorities, states and assignment groups are selected.
* Resolving incidents and requests within agreed SLA's.
* Updating CMDB entries in real-time ensuring BAU stock items remain accurate.
* Ensure all incidents resolved within ServiceNow have Knowledge Base articles attached to them.
* Document Knowledge Base Articles if it is found there is not one for incidents being resolved

Qualifications:
* Experience of providing end user service IT support in person and remotely
* Technical troubleshooting in diverse environments
* Experience with building physical and virtual machines
* Experience in building and deploying Windows 10 machines
* Experience in building and deploying Windows 7 machines (Desirable)
* Experience using ITSM tools such as ServiceNow
* Experience supporting technologies including but not limited to Windows 10, Office 365, Active Directory and SCCM
* Experience in supporting HP laptops and desktops
* Experience in supporting Lenovo laptops and desktops (Desirable)

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.