Job requirements
As the main interface to the customer, this position in the organisation
includes:
Performs timely resolution of workstations, mobile, hardware and software problems within
SLAs (Service level Agreement) through effective use of experience, knowledge, and
technical resources through a ticketing system. Deep knowledge of “ServiceNow” would be a
real advantage.
Ownership, leadership, communication, and liaison with key contacts in other resolver
groups to ensure right action is taken to resolve any issues/tasks he/she will be responsible
for.
Follow-up all processes for use of IT systems, document all actions and activities performed
on IT equipment.
Autonomous, self-motivated, and able to act with limited support and supervision (On-Call
services)
Conforms to international key IT processes such as support, change and asset management
(ITIL®)
Working on customer site, be flexible for travelling to other sites on demand.
The key responsibility is to provide customer facing end-user support within a
team that includes:
Break-fix and support in Microsoft environment for laptop, desktop, tablets and associated
hardware, software & peripherals including operating System, base loaded software, Office
suite and other business application as well as Mobility devices (Android/iOS - iPhone/iPads)
Imaging/Re-imaging end user IT devices according to client IT security policies and
procedures
IT infrastructure equipment support including large scale office moves, re-stack activities,
that includes printers and MFDs (Multi-Function Displays).
Provide smart hands and eyes support for servers, network equipment, and security devices
on site locations, as per client and procedures including access related issues
with smart card, password, and security applications (Home Office users)
Coordinate with vendors / Contractors for provision of end-user support (e.g., Hardware
repair, replacement, intervention …)
Provide accurate and timely logging of customer incidents and tasks to meet contractual SLAs
(Service Level Agreement).
Support and/or participate in outside of support and/or client projects as requested.
Manage CMDB (Configuration Management Database) assignation, configuration, retirement
and disposal records, provide proper maintenance of asset information, utilization of
devices, replacement according to customer lifecycle, asset health and operational
constraints
Provide IT support for on-site and/or off-site events and meetings
Provide On-call support outside business hours, provide IT support for disaster recovery and
emergency response service.
Provide reports as requested and/or final customer
Implement best practices to resolve issues, follow guidelines provided (Knowledge Base),
document and improve existing guidelines, propose new ones.
Manage and inventory LAN cabling / racking, coordinate port activations and deactivations,
escalate to customer if required.