Deskside Support

Job Duties

Application Support on Client PCs

· Installation and deinstallation of applications

· Troubleshooting of applications

· Support with application questions

· Installation/ deinstallation of software for Ford standard applications.

· Installation/ deinstallation of site-specific software as needed.

PC hardware support

· Issue of new hardware

· Dismantling of old hardware

· Physical patching of network connections to the network switch

· Error analysis in case of hardware failures

· Troubleshooting of defective hardware

· In the case of warranty claims, triggering, monitoring, and completing the fault clearance with the manufacturer.

· IT relocations

· Hardware preparations (staging, application installations, upgrades)

Printer support

· Troubleshooting of printing, multifunctional and fax systems as well as large format printers

· Setup and installation of printing systems e.g., Line printer, Label printer, Laser printer, large format printers

· In the case of warranty claims, triggering, monitoring, and completing the fault clearance with the manufacturer.

IPHONE and IPAD support

· Setup of mobile devices such as iPads, DWT (Digital Workstation Tablets), and iPhones

· Troubleshooting of end devices

· Support for user questions regarding hardware and software

Media technology support

· Beamer maintenance

· Care and maintenance of the conference rooms

· Troubleshooting technical issues in the conference rooms in collaboration with the 2nd level team if necessary.

· Instruction of users in the media technology

· Support for audio and video conferences

Active Directory

· Creation of NT and Exchange accounts via IAM

· Password reset.

· Check and request group OU memberships

Additional tasks:

· Inventory management of IT stock (PC, notebooks, workstation, monitors, accessories, cables, phones, tools, etc.) including inventories, keeping stock lists, etc.

· Preparing hardware (staging, application installations, upgrades).

· Support various IT departments such as (ITO, IPI, PDO, hands and feet support)

· Testing of newly introduced applications and hardware

· Creating SCCM packages using SCCM console, testing the packages and requesting the packages from Ford for release in Ford SCCM system.

· Scripting (VB, PowerShell)

· SPOC for all IT Questions. If not solvable, create, dispatch, monitor, escalate tickets.

· Above Support task are deliverable via phone, remote, chat, onsite (SD-Offices)

· Oversee software installation by outside vendors.

· Documentation of IT related issues related to the application.

· Provides access and documents the process to ensure it can be repeated as needed

Working Hours

The service will be provided within the following business hours 06:00 am to 10:00 pm Monday to Friday, (8.5 Hours including 30 minutes break) excluding local public holidays.

Essential Requirements

· A professional demeanor and strong customer service/consulting/training skills

· 3+ years IT support experience, ideally in an engineering workstation support and client administration

· Experience with troubleshooting/repairing desktop and laptop hardware.

· Strong Break / Fix skills Desktops, Workstations, Notebooks, and Dell tablets

· Strong understanding of MAC operating system and troubleshooting skills

· Strong Microsoft Office skills (Outlook, Excel, Word, and PowerPoint)

· Strong Microsoft operating system troubleshooting skills

· Strong problem solving and critical thinking skills.

· Experience performing remote control of PCs.

· Understanding of networks and telecoms

· Strong written and verbal communication skills

· Must be self-motivated and the ability to work independently with minimal supervision.

· Excellent time management skills

· Must be detail and process oriented.

· Must be able to pass a background security check.

· Valid driver’s license and reliable transportation

What will make a candidate stand out?

· Certificate on windows server, system administration

· Experience with ticketing systems (BMC, Remedy etc.)

· Experience supporting executives

· Experience with MAC & iOS

· Certifications: Hardware such as A+ or equivalent, Microsoft – MCSA Windows 7, 8 or 10, Network such as CCNA or CCNP

· Video conferencing knowledge

· SCCM experienc

Job type: Contract Division: eTeam Workforce Limited Reference: 23-01507