Responsible for but not exclusive to the following:
Site Service Technician Scope:
Audio Visual equipment within the office space.
Web Conferencing setup and monitoring for VIP executives.
PC break fix support for the business within market.
Facilitation of onboarding and off-boarding.
Telephony break/fix support.
Mobile phone configuration support.
Mobile device support (iOS & Android).
Training end users on new technology and assisting with deployment.
Manage sever / networking room technology to agreed global standards.
Assist remote support staff when additional resources are required.
Maintain established service level agreements to meet customer expectations and quality standards.
Additional desktop services activities defined as service improvement actions.
VIP support (EMEA-East region).
ACCOUNTABILITIES
Daily work routines
Conference room technology health checks.
Local office status reports.
Perform coverage walk-arounds within an office or market.
VIP and Exec Assistant check-in’s inclusive of White Glove Service for all EMEA-East region countries.
Incident Management
Resolving and documenting incidents in a timely manner to meet the defined Service Level Targets.
Provide accurate and clear resolution documentation within the incident or request tickets.
Escalation of incidents to 3rd line support per guidelines established to support Service Level Targets.
Participate in creation of ServiceNow knowledge articles detailing troubleshooting processes and procedures.
Perform support functions to include setup of peripheral equipment, software installs and configuration, wireless and LAN configurations, and resolve access issues and other issues as required.
Ensure onboarding, off-boarding, and asset management processes are followed.
Ensure incident ticket quality standards are met to facilitate escalation to Tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and Changes (RFC).
Problem Management
Assist with trend and root cause analysis.
Identify and communicate problem trends found as part of incident resolution.
Technology Enablement
Conduct information sessions aimed to promote end user adoption of technology products and services.
Educate clients on problem resolutions to minimize repeat requests and provide timely follow-ups.
Project Work
Participate in or provide feedback to project testing stages.
Support projects as required for supported sites.
requirements-expected :
Knowledge & Experience:
Minimum of 3 years IT infrastructure support experience, both general desk side support and supporting custom solutions in a large corporate environment.
Knowledge of IT processes, general controls, and project management and system development life cycles.
Excellent customer service skills.
Strong interpersonal skills required to interact with end user clients and team members across the organization.
Good organization skills to balance and prioritize work.
Ability to work independently and as part of a team.
Proficient with Windows OS.
Proficient with MS Office Suite (O365).
Knowledge of enterprise ticketing system.
Working knowledge with Active Directory, Azure AD and Intune.
Experience with remote support tools such as LogMeIn, TeamViewer.
Skills & Personal Qualities:
Strong Analytical thinking to identify the real cause of technical problems and the most appropriate solution.
Technical Expertise in the relevant IT areas to ensure the production of efficient and reliable computer systems.
Written Communication to prepare reports and user documentation in a clear and concise manner.
Manage time effectively to ensure daily activities are dealt with efficiently and be able to prioritize the work load accordingly.
The above-referenced position summary is a guideline designed to present an overview of job duties and is not intended to be a comprehensive list of responsibilities and requirements.
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of professional training & courses
