DSS

Position : Level 2 Technician Preference : Local IT support working Experience in (Office & Plants) Scope of Support · Provide Local IT Support (Hands and feet) in user computing environments consisting of end user devices, device installed software and access to remotely managed Application Systems across Customer end user profile types, including: o Corporate office end users o Remote/Home office end users o Cement & Ready-Mix manufacturing facility end users o Mobile end users o VIP end users · Provide Level 2 Support (for Service Request fulfillment and Incident Resolution of Supported Hardware and Supported Software and applications) as per language requirement in the country and local IT environments · Provide Level 2 support at sites by following Health & Safety protocols (zero tolerance) · End user and conference room configuration and Level 2 support of current and future collaboration, communication and productivity systems · Support for self-service software deployment and enrolment and basic tasks (e.g., password changes, software installation) · Support for devices which require specialized management for patching and upgrade (e.g., Production devices in Cement and Ready-Mix manufacturing facilities, VIP User devices) · Visit nearby sites as per requirement and provide Local IT support · Perform software and hardware IMACD support (Installs, Moves, Adds, Changes, Decommission) which incudes a) Receive IMACD related Service Requests from Authorized Users and validate the IMAC request for correctness and proper authorization; b) Communicate with Authorized Users if there is any issue with an IMACD related Service Request and attempt to resolve or escalate same appropriately; c) Coordinate and communicate with designated Customer personnel or other Third Parties, concerning scheduling and requirements so as to minimize the impact on Authorized Users; d) conduct, or confirm a Site survey has been conducted, to determine the location(s) of the IMAC and any special requirements at the location(s); e) Coordinate any physical space requirements as determined during the Site survey review; f) Confirm that all Equipment, Software, parts, Network, Cabling, or any other services necessary to execute the IMAC will be available as of the date(s) scheduled for the IMAC; g) Confirm the new and/or existing Configuration of the Equipment and Software associated with performing the IMAC. h) Confirm that the installation and/or de-installation procedures associated with performing the IMAC are valid for execution of this IMAC, including Backup, contingency, and test procedures; i) Schedule and dispatch appropriate technicians, including Third Party Vendors to the IMAC location; j) Treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might disengage from IT k) Cancel Network Transport Services that are no longer required after completing the IMACD · Perform Hardware disposal (Hard disk Drive disposal) support in sites as per policy/SOP documents · Provide Local IT support in sites where Data Center and Server rooms are located, engage vendor and complete IT asset disposal support as per guidelines · The technicians will also visit Cluster sites associated with their primarily deployed sited as needed to provide regular IT support Skills / Requirement · Demonstrate proficiency in supporting billing applications in environment such as MEC · Ability to disconnect/reconnect computer workstations, peripherals, and phone equipment · Hands on experience in environment with Imaging, reimaging Windows Operating system for Desktop, Laptops & hardware deployment · IMACD & Asset Inventory experience · Ability to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops, solve common issues. · Ability to use remote desktop connectivity applications · Working knowledge of imaging utilities such as SCCM and inhouse Applications etc · Delivery and setup of PC equipment to end-users. · Use trouble ticketing system to accept assignments, document work events, complete requests and verify customer satisfaction. · Ability to provision and Support wireless

devices.(E.g. Blackberry, Android, and iPhone) · Demonstrated proficiency in Microsoft OS and Microsoft application. · Demonstrated proficiency for installation of desktop software and troubleshoot · Working knowledge of Microsoft Active Directory and GPO · Strong customer service and Strong troubleshooting skills in environment. · Significant, demonstrated experience with current Microsoft Windows operating systems in Messaging : MS Teams, Lotus Notes, Skype for Business o Mobility Management : intune, Mass360 · Advanced level skills in the Office 365 tools - Word, Excel, PowerPoint, Outlook configuration issues with Exchange · Functionally capable with Apple OS X · Advanced troubleshooting skills with hard drive encryption software · Strong client-side remote access troubleshooting skills · Demonstrate strong skills supporting printers in an enterprise environment · Advanced knowledge of tools – Microsoft Active Directory, GPO and Systems Center Configuration Manager (SCCM), Mobility tools (intune, Mass360) · Strong proficiency in creating and referencing documentation and knowledge articles using tools · Strong software installation and support skills · Disciplined, systematic problem solving skills require

Job type: Full Time/Contract Division: eTeam Workforce Limited Reference: 23-01576