Jonathan Long Email & Phone Number

Remote

Provide professional technical advice, diagnostic and repair support service to customers within a busy Support Desk environment, Support Managed Service Customers & Projects on-site, own tickets through to resolution, monitor/manage calls queues to ensure all incidents are dealt with within agreed SLA timescales, ensure all support work undertaken is accurately recorded, ensuring the SMS is kept fully up-to-date with the status of each ongoing problem, provide overflow support to the Service Desk team during busy incident logging periods, answering 1st line calls and recording details on the SMS, ensure the Change Control Procedure is followed and compliance with the defined security policies regarding access to the System Support Centre area and any supported systems, assist the Service Management team by carrying out reasonable requests for additional duties as and when required, make recommendations on potential improvements to working practices and performance to improve service levels and customer satisfaction.

The Midlands

Line management responsibility for Field Service Engineers, one to one visits with FSE’s to monitor performance and development, providing technical support to FSE’s, responsibility for the Field Technical Support Help Desk, as well as attending sites to repair and maintain PC Workstations, Laptops, Desktops, Servers, DesignJet, Shuttle, Dot-matrix, Thermal and MFP printers. Holiday and sick cover for onsite technicians within schools and colleges. Project assistance which involved the installation and rollout of various IT equipment including PC’s, Laptops, Projectors, Printers, Switches, Access Points & Network cabling. Knowledge of: Active Directory, Imaging, Microsoft Operating Systems, Network configuration, printer drivers etc…

Warrington, United Kingdom

Line management responsibility for Field Service Engineers within the team while continuing to serve as a Grade A engineer. Undertaking corrective actions with FSE’s to maximise the first-time fix rate, Intervention in site visits to ensure maximum customer satisfaction and minimum visits, On the job training of FSE’s, delivering team briefs, one to one visits with FSE’s to monitor performance and development, providing technical support to FSE’s, the repair and maintenance of PC’s, Shuttle, Dot-matrix, Thermal and Laser printers, working to BSI 5750 standard, providing out of hours cover on a rota basis.

Education record

Education record