Desktop Support

**Mandatory - Very good German skills and English**

**No of backfill engineers required - 3**

**Support Engineer/Technician will be visiting below locations.**

**5 Days/week**

**Sites address**
- CTS - MERCK - Kriens - RIN, MSD International GmbH, Ringstrasse 27, 6010 Kriens
- CTS - MERCK - Lucerne - LUE, MSD Merck Sharp & Dohme AG, Werftestrasse 4, 6005 Luzern
- CTS - MERCK - Tribschenstrasse - LUZ, MSD Int. Business GmbH, Tribschenstrasse 60, 6005 Luzern, Switzerland
- CTS - MERCK - Werthenstein - WAG, MSD Werthenstein BioPharma GmbH, Industrie Nord 1, 6105 Schachen (Werthenstein)
- CTS - MERCK - Zurich-Airport - SZA, MSD Zürich, The Circle 66 8058, Zurich-Airport, Switzerland

**Title: Field Support Representative**

**Experience 2+ Years**

**Base Skill Set**
- Good Communication Skills.
- **Fluent in English and German.**:

- Good Analytic/Troubleshooting Skills.
- Strong working knowledge of MS Windows Operating System.
- Working knowledge of MS Office and basic
- Good Customer Support Skills.
- Minimum 1 year desk side support services.
- Basic knowledge of networks, telecom, and compute/storage.
- Basic knowledge of mobile device support

**Duties & Responsibilities**
- Provide Install Move Add Change (lMAC), Break-Fix and end user support activities as required.
- Where required, provide support for the Manufacturing “Shop-Floor” handhelds, laptops, and scanner devices.
- Perform data collection/preservation activities as they relate to migrations and/or eDiscovery.
- Stage Build and Image systems with standard client image (aka eCore).

**Overview**
- All activities such as installation, uninstallation, re-installation, move, add and change will collectively form IMAC. Such IMACs, with prior approval from end users via Cognizant will be executed for Software and equipment.
- To ensure mínimal impact to business by executing an IMAC, Cognizant will develop, document and update the processes, gather necessary data and communicate to all stake holders (which includes end users and other resolver groups).
- The various steps followed during the IMAC process are as follows:

- Service Provider on receiving and verifying a valid IMAC request would perform all the necessary pre-work before an IMAC is executed.
- Service Provider would track the IMAC request from initiation to completion
- Service Provider would coordinate with the 3rd party Service Providers to execute the IMAC if necessary
- For office moves or moves which require the assistance of the end customer’s facilities management group, Cognizant would seek the assistance of the group to execute the services.
- IMAC services would include Installing equipment and software, including new equipment and software or upgrades.
- All installations and configurations will be performed in compliance with the IT Standards and IT Change Control Procedures provided by Cognizant. Re-loading data, user configuration data or backup files as necessary per Cognizant specifications and connecting equipment to network facilities.
- An End user acceptance test would be conducted to get a Sign off for the IMAC. Consecutively the ticket status would be updated in the ticketing system
- Requests for Change / IMACs will be received by the Service Desk.
- Each request will be reviewed to ensure the correct level of planning and resources are allocated to complete the task effectively.
- The Service Providers IMAC team will provide resources to enable management of the activity peaks and troughs associated with such activities.

Work Location: In person