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Site / Deskside Support EUC System Administrator

Site / Deskside Support EUC System Administrator

Next-LinkRolle, GE, ch
Vor 30+ Tagen
Anstellungsart
  • Quick Apply
Stellenbeschreibung

Job Description

Site / Deskside Support EUC System Administrator

As a part of Workplace Services, Site Support Engineer is responsible for providing remote and desk-side support for all the in-scope IT devices. (Laptops, Desktops, Printers, Mobile Devices etc.) for the locations specified in SOP / SOW. Support provided to customer’s employees is based on the Incidents and Work Orders received from Service Desk, or from the end users directly via self-service ticket creation. Site Support Team is also responsible for coordination with the Third-party IT Vendors, other IT Service Providers and the OEM Vendors to deal with hardware related issues.

Responsibilities include :

  • Ensure IT support via remote access (with end-user concurrence) and provide onsite frontline support at SOW locations through a combination of phone, e-mail, chat, and desk-side presence.
  • Ensuring end-user application connectivity & functionality
  • Provide Onsite Maintenance & Support
  • Provide IMACD – (Install, Move, Add, Change and Disposal)
  • Perform Hard IMACD – (Install, Move, Add, Change and Disposal – Statement of Work (SOW) funded)
  • Provide assistance with testing OS Image Management Services & smart hands / foot support to Network Support Team & Server Support Team.
  • Provide Mobile Device Management Services
  • Provide VIP Support
  • Provide Meeting / Conference Room IT asset testing & management services (limited and best effort based)
  • Provide Print Management Services (Driver install in computers and parts / consumable management defined in SOW / SOP)
  • Coordinate with Original Equipment Manufacturer (OEM) and other IT Service Providers
  • Dispatch 3rd Party IT SE for workstation issues / requests of the users at sites where dedicated onsite.
  • Provide Spares Management (including warranty) services and management of IT device spares and loan pools
  • Generate reports for incidents and work orders assigned to Site Support Team whenever required.
  • End to end ownership of tickets including regular updates to the service management system and information requests from 3rd party vendors if required.

Qualifications :

  • Strong EUC experience supporting mission critical relational databases.
  • Full understanding of System Administration, to an extend Server & Network Support and Hardware Break fix for Desktops. Laptops, Computer Peripherals.
  • Good experience and knowledge of EUC “Best Practices”.
  • Exceptional troubleshooting and analytical problem-solving skills.
  • Able and interested in learning to advance skills with the ability to use various research resources.
  • Ability to work under pressure and meet deadlines.
  • Experience :

  • 4+ years’ experience in IT Service Desk / Network Support / Server Support
  • 4+ years’ experience in EUC – OS, Software, Hardware IT Support & Troubleshooting
  • Language - English and French
  • Education / Certification :

  • Diploma / Bachelor’s / Master’s Degree in Computer Science / IT / related field is added advantage
  • MCSE / CCNA is added advantage
  • Additional Information :

  • Ability to present recommendations and findings to management
  • Working well in a team environment
  • Positive, 'can do' attitude
  • Good communication and soft skills
  • Requirements

    Site / Deskside Support EUC System Administrator Job Description As a part of Workplace Services, Site Support Engineer is responsible for providing remote and desk-side support for all the in-scope IT devices (Laptops, Desktops, Printers, Mobile Devices etc.) for the locations specified in SOP / SOW. Support provided to customer’s employees is based on the Incidents and Work Orders received from Service Desk, or from the end users directly via self-service ticket creation. Site Support Team is also responsible for coordination with the Third-party IT Vendors, other IT Service Providers and the OEM Vendors to deal with hardware related issues. Responsibilities include :

  • Ensure IT support via remote access (with end-user concurrence) and provide onsite frontline support at SOW locations through a combination of phone, e-mail, chat, and desk-side presence.
  • Ensuring end-user application connectivity & functionality
  • Provide Onsite Maintenance & Support
  • Provide IMACD – (Install, Move, Add, Change and Disposal)
  • Perform Hard IMACD – (Install, Move, Add, Change and Disposal – Statement of Work (SOW) funded)
  • Provide assistance with testing OS Image Management Services & smart hands / feet support to Network Support Team & Server Support Team.
  • Provide Mobile Device Management Services
  • Provide VIP Support
  • Provide Meeting / Conference Room IT asset testing & management services (limited and best effort based)
  • Provide Print Management Services (Driver install in computers and parts / consumable management defined in SOW / SOP)
  • Coordinate with Original Equipment Manufacturer (OEM) and other IT Service Providers
  • Dispatch 3rd Party IT SE for workstation issues / requests of the users at sites where dedicated onsite.
  • Provide Spares Management (including warranty) services and management of IT device spares and loan pools
  • Generate reports for incidents and work orders assigned to Site Support Team whenever required.
  • End to end ownership of tickets including regular updates to the service management system and information requests from 3rd party vendors if required. Qualifications :
  • Strong EUC experience supporting mission critical relational databases.
  • Full understanding of System Administration, to an extend Server & Network Support and Hardware Breakfix for Desktops. Laptops, Computer Peripherals.
  • Good experience and knowledge of EUC “Best Practices”.
  • Exceptional troubleshooting and analytical problem-solving skills.
  • Able and interested in learning to advance skills with the ability to use various research resources.
  • Ability to work under pressure and meet deadlines. Experience :
  • 4+ years’ experience in IT Service Desk / Network Support / Server Support OR
  • 4+ years’ experience in EUC – OS, Software, Hardware IT Support & Troubleshooting Education / Certification :
  • Diploma / Bachelor’s / Master’s Degree in Computer Science / IT / related field is added advantage
  • MCSE / CCNA is added advantage Additional Information :
  • Ability to present recommendations and findings to management
  • Working well in a team environment
  • Positive, 'can do' attitude
  • Good communication and soft skills