Deskside Support Technician

4 weeks ago

Lexington, United States Schneider Electric Full time
This Technical Support role internally titled "Tech Partner" will be responsible for a wide array of support services at assigned Schneider Electric facilities. These locations are Global Supply Chain plants and will include both shop floor and office based support. There will be off-hour standby support expectations for this role as well.

Responsibilities:
  • Create, Receive, Monitor, Maintain and Resolve work tickets
  • Imaging, Setup, and Support of computer(s), monitor(s), mobile device(s)
  • Maintain on-site presence at designated service locations to support end users
  • Software installation, support and make sure it is compliance with Schneider standards
  • Perform pro-active and on-demand health check of IT systems including, but not limited to: printers, copiers, fax machines, scanners, and video conference equipment
  • Training end users on how to operate office automation equipment as requested
  • New hire orientation including show user how to work on IT assets daily basis, debrief Schneider policy(s) such as security policy, usage etc
  • Hardware platform troubleshooting and management
  • Software platform troubleshooting and management
  • Perform secure password management for all provided passwords
  • Support access to corporate network/wireless and applications (both on network as well as over VPN)
  • Coordinate execution of tasks with guidance from Service Desk representatives or other IT support groups
  • Manage IT inventory of in-house stock, such as moving, sorting, cleaning, stocking
  • Identify, gain approval, and enter all project(s) as assigned by your manager into project tracker
  • Assist with different regional projects for designated service locations, act as local hand and feet support
  • Other duties as assigned by your manager

Expected Behaviors and Support Model Process

Tech Partners that work at the same site support the local user group and share and monitor the same ticket queues including but not limited to: Onsite Support US L2 / NAM L2 / CA L2 / MX L2 / Legacy ticket queue(s). Tickets must always be updated with a status.
  • Tech Partners will serve as each other's backup support when they are away from the office and it is their responsibility to update the backup Tech Partner with their status, including updates to the worklog from any applicable tickets. In addition, they will keep their manager informed of any planned and unplanned type of leave to make sure there is proper support and coverage.
  • Both Tech Partners have equal responsibility to manage IT assets and support IT assets in the assigned location. The facility will notify both Tech Partners by email regarding all IT assets. A ticket will need to be assigned prior to asset delivery. The Tech Partner will reply to the facility to then request the assets be delivered / pickup to their desk.
  • Tech Partners will share equal ADM permission to support users and facilitate the needs that come from infrastructure and operational teams in the facility.
  • Tech Partners will have the same physical access to the MDF / IDF / other area(s) such as conference room(s), storage room(s) etc to perform as required by their duties.
  • Tech Partners will be involved in alternative local and regional project task as assigned and upon approval by their manager.
  • Tech Partners will collaborate with each other in troubleshooting & resolving any issue(s) such as scope and resolution in a productive and respectful manner prior communicate with our customers.
  • Tech Partners will demonstrate professionalism in all support related matters.

Why us?

At Schneider Electric we're committed to creating a workplace that gives you not just a job but a meaningful purpose in joining our mission to bring energy and efficiency to enable life, progress and sustainability for all.

We believe in e mpowering our team members to reach their full potential, fostering a sense of ownership in their work.

We embrace inclusion as a fundamental value, ensuring that every voice is heard and valued. We value differences, and welcome people from all walks of life. We believe in equal opportunities for everyone, everywhere.

If you want to be part of a company where your contributions truly matter, where you are empowered to make a difference and where inclusivity is valued, we would love to hear from you.

Discover your M eaningful, Inclusive and Empowered career at Schneider Electric.

34.2bn global revenue
+12% organic growth
135 000+ employees in 100+ countries
#1 on the Global 100 World's most sustainable corporations

You must submit an online application to be considered for any position with us. This position will be posted until filled

Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best.

We mirror the diversity of the communities in which we operate and we 'embrace different' as one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. This extends to our Candidates and is embedded in our Hiring Practices.

You can find out more about our commitment to Diversity, Equity and Inclusion here and our DEI Policy here

Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color , gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.

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