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L2 Desktop supprt
4 months ago
Responsibilities :
●Ability to work within multiple sites. This includes the ability to travel to different sites as necessary or required by the customer.
●Physically fit to walk through large areas.
●Ability to work after hours and weekends if necessary or required by the customer.
●Knowledge using ServiceNow as the ticketing tool.
●Provide technical assistance and support, and resolve problems related to the use of computer hardware and software for end users.
●Analyze, resolve, respond to, and document end user inquiries.
●Install desktop/Laptop, printers/scanners, and other peripheral softwares using approved tools.
●Troubleshoot operating system issue. connection issues with LAN/WAN.
●Update tickets with accurate and timely records of work performed, and resolution detail
●Maintain and contribute to a knowledge base.
●Coordinate hardware warranty repair.
●Perform inventory management activities as required in coordination with asset management and other Corporate groups.
●Escalate to 3rd party vendors when necessary
●Responsible for raising and coordinating problem management issues
●Perform additional tasks (end user/infra related) when required Strong understanding and skills in SLA, KPI Management.
●Provide technical support stationed at the site who can quickly respond to problems that may arise within data center/computer/server rooms which need physical handling.
●In contrast to certified technicians, they are not necessarily trained nor duly recognized to specialize in a specific technology.
●Can handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specialize in different products and categories.
●Receives instructions from certified technicians and project managers to troubleshoot advanced issues.
●Provide on-site, operational support service for remote management, installation and troubleshooting of data center equipment.
●Primary responsibility to manage End User related incidents and requests.
●Go to person for all plant IT related requests (Password resets, access etc. specific to plants).
●Handles all User related IT requests (IMAC, Break fix, Refresh etc.).
●Responsible for managing IT Assets, Inventory and Stock Room management.
●Responsible for Asset tagging, Inventory update in CMDB.
●Handheld scanners/High-jump scanners config and support.
●Responsible for Preventive maintenance checks on all handhelds (scanners etc).
●Radio configuration & support.
●Shipping and Receiving assets requiring repair from OEM (Scanners, Handhelds, etc.)
●Responsible for in scope Production devices installation, reset, adding to network etc.(Terminal systems, Handhelds etc.)
●Thin client configuration and support, Apps on iPads.
●Responsible for Printer Coordination Services and single point of contact to handle.
●L1 Printer issues, requirement to have AS400 knowledge to handle production printers.
●Provide Touch Support / Smart hands Support to verify f unctionality or testing
●Monitors PRTG tool for plant network devices.
●Coordinate with the Critical facilities team for Power related work.
●Coordinate with 3rd Party vendors for installation/ fixtures for non-IT request (Henderson, OneNeck , C&W etc.).
●Vendor escort or co ordination (mostly for network cab work, data center work, etc.) - (e.g., ATT, OEMs).
●Act as backup for locations where L3 presence is limited and there is a need for backup during production additions or OOO situations.
●Elevated skill set up to L2.5 to provide backup support for L3 resources as needed