Responsibilities
* Bulk refreshes (smarthands GLOPAS)
* Refresh PC support with individual users
* Management of existing Recycle cages at Customer sites
* Management of any existing Loaner lockers at Customer sites
* Coordination for Laptop provisioning to New starters
* Laptop configuration for New starters
* Assist with Problems—Driver Updates/Patching/Firmware
* BTO requirements
* Asset management
* Coordinate Asset repair and Break-fix with equipment provider
* Hardware storage utilizing the customer’s on-site storage provisions
* Couriers/packaging utilizing the customer’s on-site courier/packaging service
* Communicate designated points of contact at each site from Facility Management
* Coordinate goods receipt with on-site facility management
* Coordination and getting on-site assistance from Facility Management
* Desk setup/maintenance (In Country or FM)
* Hardware Troubleshooting (Mobile / Tablet)
* Software Troubleshooting (Mobile / Tablet)
* Issue handling
* Coordinate Ordering with Equipment/Service Provider
* Coordinate Returns with Equipment/Service Provider
* Networks, GLOPAS, Conferencing, Server/Storage, Printers
* Support any Crisis Management activity as per the plan and responsibilities mentioned for
* Support track and as may be required by other tracks
* Defining and setting up a process for local announcements
* Marketing and branding for local announcements
* Content, format and medium of local announcements
* Planning the local announcement—date, time, venue and medium
* Making the local announcement with approved content, format and medium
* Change Advisory Board Meetings and Document Review
* Office Calls and Follow-up actions
* Monthly performance reporting
* IT Induction of new users
* VIP Support (when a country has an IBA)
* Advance forecasting and notification of IBA
* User follow-ups, escalations for tickets, email queries, complaints
* New Starter Tracking: Hardware Orders, AD Account & Phone
* Coordinating WEEE ("Waste from Electrical and Electronic Equipment") with Facility Management
* Management and a third-party vendor
* Coordinating with facility management teams to ensure management of User guides
* Providing training and support for new employees (monthly)
* Assisting users in adapting to new technologies (scheduled quarterly connect session)
* SCCM & OS Troubleshooting
* License & Software Services Team Meetings
* Writing Knowledge Articles
* Reviewing aging articles
* Presenting knowledge items to team
* Reviewing and approving proposed or new Knowledge articles
* OS version updates and Profile recreations (vulnerability tickets) — if central workplace services
* Team is not able to deploy updates or create profile due to any reason
* General queue monitoring, dispatching tickets, problem tickets
Qualifications
* Technical Requirements: The candidate must have 6 to 8 years in Field Services / Onsite Support Services
* PC/Mobile/Hardware Hands & Eyes Meeting Rooms & Events Support Smart Hands Collaboration & Telephony Equipment Office Moves. Hands-on Office Move Projects
* Good technical knowledge of Windows operating system (Windows 10 and 11)
* Knowledge on Microsoft Office 2016 (Office 365)
* Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
* Ability to perform remote troubleshooting and provide clear instructions
* Experience in Handling Windows Imaging Project
* Experience in software development, processes, and methods
* Good knowledge of basic networking and troubleshooting tools like nslookup, traceroute, ping, and packet capture tools etc.
* Ability to coordinate and interact with various teams to arrive at a quick resolution
* Ability to organize workload for effective implementation
* Ability to interact effectively at all levels with sensitivity to cultural diversity
* Ability to adapt new product support as the organization evolves
* Knowledge on SCCM and Intune administration
* Knowledge on mass OS deployments
* Experienced in maintaining multiple OS image and hardware models
* Experience in Microsoft’s OEM Pre-installation Kit (OPK) tools
* Knowledge of PXE and DHCP functionality
Soft Skills
* Strong interpersonal skills
* Good documentation skills
* Good working knowledge of MS OFFICE (Including MS Project and Visio)
* Able to handle unforeseen situations
* Excellent problem-solving and multitasking skills
* High level of acceptance
* Can drive value and its methodology
* Proven ability to deliver improvements that deliver greater value to the customer and business through more efficient delivery and/or lower costs
* Experience working in an operational environment alongside other technical and operational teams, ensuring that all parties collaborate effectively to deliver services
* Experience in the management of multi-discipline teams in distributed locations
* Demonstrable results in a business customer-facing role, with a track record of delivering
Educational Qualification
* Bachelor’s degree in technology OR equivalent higher education in IT
* Training, Certification: Relevant technical certifications, such as CCNA/A+/CompTIA
#J-18808-Ljbffr