Hardware Breakfix Engineer

JOB DESCRIPTION OF ONSITE HARDWARE BREAKFIX ENGINEER

• Prepare ahead the day before of the onsite service – technical preparation, downloading of drivers of bios, plan the route for the following day.

• Report to warehouse at or before 9am to return previous day's parts and paperwork (ROF).

• Draw and check the dispatched parts to ensure they match the description in the Delivery Note (DN)

• Contact customer and set ETA appointments from between 9am to 10am

• Provide ETA updates to SLC Daily Operations Chatgroup to update all assigned calls ETA before 10.15am

• Commute to assigned customers site.

• Perform hardware breakfix for clients for laptops, desktops, workstations and tablets

• Intermediate knowledge on identifying, troubleshooting and replacing faulty hardware on windows-based machines.

• Knowledge on teardown and replacement of motherboard, LCD, keyboard, HDD, SSD, Chassis, etc.

• Knowledge on troubleshooting OS and drivers related issues on windows-based machines

• Resolve the reported issue by customer using the parts made available in the dispatch ticket.

• Reports back to SLC or planner if stucked at a service

• Keep customers updated in the event of delay and update SLC of the same for SLC team to update the system.

• Candidate is expected to work as part of a technical team who may be dispatched to various sites for onsite hardware breakfix service. 

• Communicate effective within the team with service coordinators, planner and warehouse supervisor

• Ensure accurate reporting and call wrap up at the conclusion of service calls and accurate update on service reports (eROF).

• Inform customer on the repair work done, or the parts replaced by engineer. 

• Inform customer if a follow up repair is needed