Technical Call Vetting Engineer

Cardiff Offiice

Vista Retail Support’s Mission 

  • To be the partner of choice for the provision of technology services in the UK
  • To deliver on our commitments to all of our customers both external and internal
  • Create a great environment where Vista people become the best they can be and are able to discover for themselves and educate others in the field of technology support

Vista Retail Support’s Values

  • To do the best we can for our business, our customers and our colleagues
  • To demonstrate honesty, integrity and flexibility in all that we do
  • To be transparent in our operations
  • Respect our environment
  • Return value to our shareholders
  • To be committed to our people

Main Tasks and Objectives

  • Working with customers to remotely diagnose and rectify faults logged on customers’ equipment to ensure full functionality according to manufacturer’s specifications
  • Where a remote fix is not possible, to identify, order and monitor parts required by a field service engineer on-site
  • Providing second line support to a range of customers.
  • Provide technical support to field service engineers on a broad range of IT equipment to ensure that the best level of customer service is provided
  • Keeping customers informed at all times of progress of work
  • Report escalations to relevant helpdesk in accordance with each customers’ relevant escalation procedure as and when it is required to ensure the best level of customer service is provided
  • Update “Metrix” operational system to ensure smooth communication between company and customer and to allow customer service reports to be produced
  • Manage workload to meet customer needs and ensure the communication is maintained with contact centre, field service manager and customer service delivery managers as and when necessary
  • Be part technical services group rota working evenings and weekends
  • Work to successful KPI targets set by the team leader
  • Document procedures and customer specific information to grow the company’s knowledge base
  • Help to train any new starters as and when requested by the team leader or Contact centre manager.

Outcomes and Deliverables:

    • Customers receive a professional service and feedback is positive

    • Meet and if possible, exceed closure rates to meet service level agreements

    • Positive internal relationships are achieved

    • Successfully support field service engineers and second line support to rectify faults in a timely manner

    • Help to build a first class technical services team that contributes to the overall growth of the business

If you would like to be considered for a role within our successful and growing organisation, working with an excellent customer base please send us a copy of your CV and enter the role type you would like to apply for in the subject line.

Please send applications to

Technical Helpdesk Advisor

Cardiff Office