Job description
⦁Ability to work within multiple sites.
This includes the ability to travel to different sites as necessary or required by the customer.
⦁Physically fit to walk through large areas.
⦁Ability to work after hours and weekends if necessary or required by the customer.
⦁Knowledge using ServiceNow as the ticketing tool.
⦁Provide technical assistance and support, and resolve problems related to the use of computer hardware and software for end users.
⦁Analyze, resolve, respond to, and document end user inquiries.
⦁Install desktop/Laptop, printers/scanners, and other peripheral softwares using approved tools.
⦁Troubleshoot operating system issue.
connection issues with LAN/WAN.
⦁Update tickets with accurate and timely records of work performed, and resolution detail ⦁Maintain and contribute to a knowledge base.
⦁Coordinate hardware warranty repair.
⦁Perform inventory management activities as required in coordination with asset management and other Corporate groups.
⦁Escalate to 3rd party vendors when necessary ⦁Responsible for raising and coordinating problem management issues ⦁Perform additional tasks (end user/infra related) when required Strong understanding and skills in SLA, KPI Management.
⦁Provide technical support stationed at the site who can quickly respond to problems that may arise within data center/computer/server rooms which need physical handling.
⦁In contrast to certified technicians, they are not necessarily trained nor duly recognized to specialize in a specific technology.
⦁Can handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specialize in different products and categories.
⦁Receives instructions from certified technicians and project managers to troubleshoot advanced issues.
⦁Provide on-site, operational support service for remote management, installation and troubleshooting of data center equipment.
⦁Primary responsibility to manage End User related incidents and requests.
⦁Go to person for all plant IT related requests (Password resets, access etc.
specific to plants).
⦁Handles all User related IT requests (IMAC, Break fix, Refresh .
⦁Responsible for managing IT Assets, Inventory and Stock Room management.
⦁Responsible for Asset tagging, Inventory update in CMDB.
⦁Handheld scanners/High-jump scanners config and support.
⦁Responsible for Preventive maintenance checks on all handhelds (scanners etc).
⦁Radio configuration & support.
⦁Shipping and Receiving assets requiring repair from OEM (Scanners, Handhelds, ⦁Responsible for in scope Production devices installation, reset, adding to network nal systems, Handhelds ⦁Thin client configuration and support, Apps on iPads.
⦁Responsible for Printer Coordination Services and single point of contact to handle.
⦁L1 Printer issues, requirement to have AS400 knowledge to handle production printers.
⦁Provide Touch Support / Smart hands Support to verify functionality or testing ⦁Monitors PRTG tool for plant network devices.
⦁Coordinate with the Critical facilities team for Power related work.
⦁Coordinate with 3rd Party vendors for installation/ fixtures for non-IT request (Henderson, OneNeck , C&W .
⦁Vendor escort or co ordination (mostly for network cab work, data center work, - (., ATT, OEMs).
⦁Act as backup for locations where L3 presence is limited and there is a need for backup during production additions or OOO situations.
⦁Elevated skill set up to L2.5 to provide backup support for L3 resources as needed
Required Skill Profession
Computer Occupations