Desktop EUC L1

at  Iron Systems

2-5 YEARS OF EXPERIENCE

Scope of Work:

• Maintain daily IT operations in Customer-owned locations to serve users’ IT needs.
• Provide hands & feet support for Servers or Networking activities as required the specified location/facilities.
• Support manufacturing-related IT equipment and applications as per SOP provided.
• Assist the remote party with resolution by performing physical activity under direction (e.g. Customer Network Team).
• Assistance with hardware break/fixes and vendor management (coordinating and ensuring service delivery)
• Installation, Move, Add, and Change (IMAC) of Customer IT Assets
• VIP Support - generally involves providing tailored and proactive IT support to the VIP targeted and ensuring they feel comfortable with the audio-visual equipment and peripherals being used.
• Support conference rooms, telepresence, network, internet, and voice services and equipment (ex: audio/video, networking, and unified communications)
• Management of non-PC IT equipment - maintain asset lists for non-PC devices, such as servers, printers, and phones. Respond to customers’ requests for updates under the instructions and guidance of customer.
• Provide assistance in the purchase of non-PC IT equipment, including products and consumables related to IT. Receive goods using customer sourcing systems and following customer business policy & procedures.
• Support for non-PC IT equipment, such as scanners and printers, includes on-site triage and resolution recommendations. customer will provide specific training and instruction if needed.
• Mobile Phone Support – Triage, asset Management, Configuration and Support as required.
• Support for special events (Internal and External), recurring meetings, or after hours will be required on T&M chargeable basis.
• Be responsible for H&E aspects, collaborate with Desktop related infrastructure projects, OT networks, security and other systems under the guidance of end customer technical teams.
• The ability to speak English and the local language(basic).

Key Responsibilities:

• Responds to and diagnoses complex hardware, software and network incidents under general supervision.
• Prioritize and resolve customer and other team issues as soon as possible.
• Ensure that incidents and requests are handled according to customer Priority Metrics.
• As needed, escalate tickets.
• Comply with all IT service processes, procedures, and work instructions set by Customer, including its Code of Conduct and core values.

• Responds to and diagnoses complex hardware, software and network incidents under general supervision.
• Prioritize and resolve customer and other team issues as soon as possible.
• Ensure that incidents and requests are handled according to customer Priority Metrics.
• As needed, escalate tickets.
• Comply with all IT service processes, procedures, and work instructions set by Customer, including its Code of Conduct and core values