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Desktop Support Engineer

4 settimane fa

EmiliaRomagna, Italia Redex IT Limited A tempo pieno

Job description:

Onsite engineer will be responsible for:

  • Incident’s resolution.
  • Service requests fulfilment.
  • IMACD’s (Install, Move, Add, Change, Dispose) request fulfilment.
  • Hands and Eyes support for IT Infrastructure Devices.
  • Meeting room IT equipment support, maintenance with preventive checks periodically.
  • IT vending machine support.
  • End user support in Digital Bar where applicable.
  • Planned / Unplanned Infra activities wherever needed including first level trouble shooting under guidance of concern team.
  • VIP support where applicable.
  • Printing service support.
  • Escorting of third-party engineers.
  • Windows, Mac, Linux Support.

Dedicated engineer will carry out a range of IT duties including:

Resolving of incidents, IMAC of CLIENT devices and services as well as daily IT responsibilities and IT administrative tasks. The Onsite engineer will also act as smart hands, eyes, and feet to work with third line and external support teams in areas such as the Data Centre, Network, Telephony, Imaging, Backup and Security to resolve issues. The engineer will also be a point of contact on the site for relevant IT related matters. The Onsite engineer may also become involved in assisting with the receipt and management of onsite stock, spares, requesting purchase of assets (not procurement) and updating IT systems (such as Asset DB) where the tools and processes are provided. The Onsite engineer and OSS team are not responsible for procurement, the asset management process, or the tools, but are responsible to follow the processes provided to place requests and updates.

The role of the Onsite engineer is to work within the process, procedures and policies as defined by HCL Delivery and agreed with CLIENT.

Hands & Eyes Support:

Hands & Eyes Support is a service that includes a physical onsite engineer who can perform or troubleshoot issues. The Onsite engineer can reboot server equipment, report visual display information from devices, perform basic troubleshooting with help and directions from the resolver team.

The resolver group is contractually responsible for the resolution of the incident. Technical knowledge/capability is provided from the resolver. The OSS engineer is only performing steps that are being dictated by the resolver team. The OSS engineer will only be responsible for Hands and Feet support. Volume and/or duration of regular (predefined) tasks must be kept to a minimum, ensuring OSS SLAs responsibilities & resource synergies are not compromised.

Points below will be supported by Hands & Eyes engineers:

  • Network/Security
  • Server
  • Hosting
  • Printers/Print Providers
  • Teleconference/Videoconference/Telepresence/Audio-Visual
  • Desk Phones
  • Smart Phones & Smart devices / BYOD
  • Other Devices/ Services (If Any)
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