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EUC Desk Side Support/Desktop Support

Posted on Jan 11, 2020 by Global Rekrut

Milano, Italy
13 Jan 2020
Annual Salary

Onsite Deskside Support Engineer Responsibilities

  • Provides second-line investigation and diagnosis
  • Resolves and closes incidents/service requests as per help desk procedures & allocated timelines
  • Escalates unresolved incidents/service requests within agreed timescales
  • Logs relevant incident/service request details as per the process
  • Communicates with the client regarding incident progress
  • Ensures tickets are updated at all times until issues are resolved
  • Complies with Quality Health Safety Environment (QHSE) and IT policies
  • Liaises with clients, IT support groups and 3rd party providers when necessary
  • Performs staging of PCs
  • Performs IMAC (Install, Move, Add and Change) of End-user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).
  • Conducts hardware and software maintenance and support
  • Troubleshoots and resolves PC incidents and/or VIP requests
  • Assists with Site Security Officer (SSO) on IT security issues and virus elimination
  • Assists Server Team & network team whenever touch support is required onsite for Servers in local server rooms or NW devices at a site.
  • Creates/maintain documentation
  • Special events coverage, meeting room & VCON & voice devices support
  • Local network support and/or assists centralized Network team
  • Manage the life cycle of hardware, including installation or replacement of Back Office equipment such as network hardware (Routers, Switches, wifi controller, wifi Aps)
  • Maintain server room inventories, room layout and assets list
  • Centralized hardware and Spare part stocking and inventory management
  • Surplus equipment management
  • Break-fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)
  • Asset disposal services
  • Hardware vendor coordination for Break-fix
  • Imaging & provisioning of devices. Setup and build workstations

Soft Skills

  • Clear and strong customer focus and relationship
  • Good interpersonal and communication skills
  • Flexibility and ability to prioritize
  • Ability to perform in adverse situations
  • Proficiency in English is must with Local Language
  • Good analytical and coordination skills are essential
  • Strong work ethic, combined with the ability to work independently

Technical Skills

  • Strong knowledge of desktop/laptop hardware
  • Very strong hands-on experience (H/W and S/W)
  • Good knowledge of Win 10, Win 7 & MS Office
  • Knowledge of Mac OS is preferred
  • Understanding of daily operations and delivery processes
  • Application/software installation and troubleshooting
  • Knowledge/exposure to ticketing tools (Service Now)
  • Windows system administration
  • Strong Troubleshooting Skills
  • Hardware, operating system & software knowledge of laptops, desktops & mobile devices etc.
  • Working knowledge of supporting computer peripherals, like printer, scanners etc.
  • Touch/smart hands support of all network devices & Servers
  • Understanding of Active Directory, networking
  • Strong knowledge of server and network hardware
  • Very strong hands-on experience (H/W and S/W)
  • Strong knowledge of server and network equipment
  • Hardware, operating system & software knowledge
  • Touch/smart hands support of all network devices & Servers
  • Understanding of Active Directory, networking

Reference: 825964283

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