Site/Deskside Support EUC System Administrator

Vor 3 Tagen

Geneva, Schweiz Next-Link Vollzeit
Job Description

Site/Deskside Support EUC System Administrator

 

As a part of Workplace Services, Site Support Engineer is responsible for providing remote and desk-side support for all the in-scope IT devices. (Laptops, Desktops, Printers, Mobile Devices etc.) for the locations specified in SOP/SOW. Support provided to customer’s employees is based on the Incidents and Work Orders received from Service Desk, or from the end users directly via self-service ticket creation. Site Support Team is also responsible for coordination with the Third-party IT Vendors, other IT Service Providers and the OEM Vendors to deal with hardware related issues.

 

 

Responsibilities include:

•           Ensure IT support via remote access (with end-user concurrence) and provide onsite frontline support at SOW locations through a combination of phone, e-mail, chat, and desk-side presence.

•           Ensuring end-user application connectivity & functionality

•           Provide Onsite Maintenance & Support

•           Provide IMACD – (Install, Move, Add, Change and Disposal)

•           Perform Hard IMACD – (Install, Move, Add, Change and Disposal – Statement of Work (SOW) funded)

•           Provide assistance with testing OS Image Management Services & smart hands/ foot support to Network Support Team & Server Support Team.

•           Provide Mobile Device Management Services

•           Provide VIP Support

•           Provide Meeting/Conference Room IT asset testing & management services (limited and best effort based)

•           Provide Print Management Services (Driver install in computers and parts/consumable management defined in SOW/SOP)

•           Coordinate with Original Equipment Manufacturer (OEM) and other IT Service Providers

•           Dispatch 3rd Party IT SE for workstation issues / requests of the users at sites where dedicated onsite.

•           Provide Spares Management (including warranty) services and management of IT device spares and loan pools

•           Generate reports for incidents and work orders assigned to Site Support Team whenever required.

•           End to end ownership of tickets including regular updates to the service management system and information requests from 3rd party vendors if required.

 

Qualifications:

•       Strong EUC experience supporting mission critical relational databases.

•       Full understanding of System Administration, to an extend Server & Network Support and Hardware Break fix for Desktops. Laptops, Computer Peripherals.

•       Good experience and knowledge of EUC “Best Practices”.

•       Exceptional troubleshooting and analytical problem-solving skills.

•       Able and interested in learning to advance skills with the ability to use various research resources.

•       Ability to work under pressure and meet deadlines.

 

Experience:

  •  4+ years’ experience in IT Service Desk / Network Support / Server Support

OR

  • 4+ years’ experience in EUC – OS, Software, Hardware IT Support & Troubleshooting
  • Language - English and French 

 

 

Education/Certification:

•       Diploma / Bachelor’s / Master’s Degree in Computer Science / IT / related field is added advantage

•       MCSE / CCNA is added advantage

 

Additional Information:

•       Ability to present recommendations and findings to management

•       Working well in a team environment

•       Positive, 'can do' attitude

•       Good communication and soft skills



Requirements
Site/Deskside Support EUC System Administrator Job Description As a part of Workplace Services, Site Support Engineer is responsible for providing remote and desk-side support for all the in-scope IT devices (Laptops, Desktops, Printers, Mobile Devices etc.) for the locations specified in SOP/SOW. Support provided to customer’s employees is based on the Incidents and Work Orders received from Service Desk, or from the end users directly via self-service ticket creation. Site Support Team is also responsible for coordination with the Third-party IT Vendors, other IT Service Providers and the OEM Vendors to deal with hardware related issues. Responsibilities include: • Ensure IT support via remote access (with end-user concurrence) and provide onsite frontline support at SOW locations through a combination of phone, e-mail, chat, and desk-side presence. • Ensuring end-user application connectivity & functionality • Provide Onsite Maintenance & Support • Provide IMACD – (Install, Move, Add, Change and Disposal) • Perform Hard IMACD – (Install, Move, Add, Change and Disposal – Statement of Work (SOW) funded) • Provide assistance with testing OS Image Management Services & smart hands/feet support to Network Support Team & Server Support Team. • Provide Mobile Device Management Services • Provide VIP Support • Provide Meeting/Conference Room IT asset testing & management services (limited and best effort based) • Provide Print Management Services (Driver install in computers and parts/consumable management defined in SOW/SOP) • Coordinate with Original Equipment Manufacturer (OEM) and other IT Service Providers • Dispatch 3rd Party IT SE for workstation issues / requests of the users at sites where dedicated onsite. • Provide Spares Management (including warranty) services and management of IT device spares and loan pools • Generate reports for incidents and work orders assigned to Site Support Team whenever required. • End to end ownership of tickets including regular updates to the service management system and information requests from 3rd party vendors if required. Qualifications: • Strong EUC experience supporting mission critical relational databases. • Full understanding of System Administration, to an extend Server & Network Support and Hardware Breakfix for Desktops. Laptops, Computer Peripherals. • Good experience and knowledge of EUC “Best Practices”. • Exceptional troubleshooting and analytical problem-solving skills. • Able and interested in learning to advance skills with the ability to use various research resources. • Ability to work under pressure and meet deadlines. Experience: • 4+ years’ experience in IT Service Desk / Network Support / Server Support OR • 4+ years’ experience in EUC – OS, Software, Hardware IT Support & Troubleshooting Education/Certification: • Diploma / Bachelor’s / Master’s Degree in Computer Science / IT / related field is added advantage • MCSE / CCNA is added advantage Additional Information: • Ability to present recommendations and findings to management • Working well in a team environment • Positive, 'can do' attitude • Good communication and soft skills

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