Desktop Field Support Technician

Job description

• Accurately testing, identifying, preparing, repairing, resolving, and documenting end-user technical issues relating to Desktop support.
  
  


• Devices include, but are not limited to, Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Desk equipment, Cabling, Comms patching, Printers, MFDs, and basic network connectivity.
  
  


• Hands-on role, expected to provide 2nd line IT support to the business community, ensuring that all requirements are met within the agreed service level agreement.
  
  


• Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professional, user-facing updates.
  
  


• To provide infrastructure administration functions.
  
  


• Providing on-site cover as part of a shift arrangement.
  
  


• Support in line with contracted business working hours.
  
  


• Provide site support in remote offices when required.
  
  


• Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities.
  
  


• Taking ownership of issues through to resolution on all appropriate requests.
  
  


• Categorize and prioritize end-user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
  
  


• Ensuring regular customer interaction to adhere to updated SLA s and high levels of customer service.
  
  


• Providing daily ticket updates to ensure users are fully updated on the updates.
  
  


• Move equipment associated with service requests, in line with health and safety guidelines.
  
  


• Performing asset inventory activities as needed.
  
  


• End-user training and guidance on the use of hardware and software.
  
  


• Recommends and/or performs upgrades to end-user devices.
  
  


• This position requires the ability to work in a BAU and/or project-based environment, requiring flexibility and teamwork.
  
  


• Performs other duties as assigned.
  
  

• Excellent skills in user IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphones, etc.
  
  


• Strong technical skills in Microsoft Windows 11 (including legacy versions), Office 365, Teams, Google, Service Now, and other well-known applications.
  
  


• Administration experience of Azure, Intune, MS Active Directory users & groups, policies and management concepts.
  
  


• Basic known workings of LAN technologies and hardware.
  
  


• Ability to support technical video conferencing equipment.
  
  

• Capable of installing, removing, maintaining, monitoring and inventorying vehicle technology.
  
  


• Must possess a diverse skill set that enables them to address a wide range of issues independently.
  
  


• Meet all Service Levels specified and be able to support and meet the requirements specified in the relevant Job Profile and/or their Contingent Person's Assignment.
  
  


• Capable of troubleshooting issues with an end-user device, including all hardware, operating system, driver, or client application challenges.
  
  


• Capable of deploying or redeploying required OS images and builds (as well as, future images/builds) on compatible legacy hardware (Example: Win10, Win7, etc.).
  
  


• Capable of virtual desktop activities, such as capacity planning, monitoring, provisioning, image maintenance, persistent and nonpersistent multisession tuning and management, cost optimization, and incident management coordination with business owners.
  
  


• Capable of ensuring device health is monitored, reported and remediated (DEX).
  
  


• Capable of maintaining OS currency using established processes, leveraging Service Rings.
  
  


• Capable of performing Routine Technology Health Checks and capable of providing in-person services for items in the relevant service catalogue.
  
  


• Capable of performing semi-annual tests, required remediation, and validation reports for the Code Blue emergency safety feature installed in vehicles, according to the Customer s testing procedures provided to Supplier.
  
  


• 24x7 availability, to be provided for the duration of the Major Incident.
  
  


• Capable of offering remote and on-site technical services (proactive and reactive), Smart Hands to the Customer and its associates.
  
  


• Capable of supporting mobile devices support such as: Persona management, application access, device enrolment, OS maintenance, and Device Firmware Updates (DFU).
  
  


• Possess the skills, qualifications, and experience necessary to perform the Contingent Person's Assignment Work to high professional standards.
  
  


• Have, as a minimum, the skill proficiency level, qualifications, and experience outlined in the relevant Job Profile, in the core skills for that Job Profile.
  
  


• Maintain current versions of the technical certifications listed for the relevant Job Profile and stay current with technology updates relevant to that Job Profile.
  
  


• Digital-first and AI enabled resolution strategy through multiple operational strategies at Customer locations with potential visits to other office locations.
  
  


• Event Support: Audio and Video Readiness, Event Planning, Communications.
  
  


• VIP/Exec level support capability.
  
  


• Onsite and Field IT Operations: Vehicle Technologies, Smart Hands, Legacy Technologies, Storm Recovery Operations.
  
  


• IT Software/Hardware Asset Management.
  
  


• Issuing and acting on IT Incident and Request tickets that require higher trained individuals, including advanced software, hardware, and server related, etc.
  
  

Required Skill Profession

Other General