Level 3 End User Support Engineer - Contract (Infra/Network)

End-User Support Technician: Job Description

Background

As a member of the End User Support team, the candidate will provide high quality support with very good customer service, technical expertise and timeliness. This position has frequent contact with end users, peers and managers primarily face to face as deskside support for service requests and on-site problem resolution. The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the Site Services department. The candidate will also provide hands and eyes support to other IT teams including but not limited to Audio Visual, Network, Server and print services.

The position will also required the candidate provide infra on-site hands and eyes support for end-users, 3rd party vendors and IT support groups. Hands and eyes support include but is not limited to physical support (deploy, rack, stack, patch, cable) for IMACs, upgrades, device commissioning and decommissioning, component upgrades, swaps, change-out, basic configuration, troubleshooting and lights-on verification, reboot/power cycle etc.

Description

As an End User Support Technician with Minimum of 6 years technical experience in providing quality services to the end users which includes the following key roles and responsibilities:

· Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT/AV contacts and stand-by support

· Provide On-call support if required outside business hours on a rotational basis

· Perform data center/server room/IT room facilities management operations for basic Hands and Feet administration duties that includes:

§ Physical support (Racking and Stacking) of servers, network devices and other equipment’s during the support, changes, upgrades, commissioning and Decommissioning activities

§ Rack cabling, clean cable routing and cable management within racks

§ Support for Component upgrades, swaps, change-out, Lights-on verification, reboots

· Assist with asset and inventory management of hardware and data center supplies

· Act as the local site interface for vendors (Telecommunications providers, Equipment vendors and associated service partners/contractors

· Participate and support SWAT team activities in response to Incident/problem resolution

· Provide infrastructure support for Cyber Security, Business Continuity Plan / Disaster Recovery and Emergency Response activities – both drill/exercise and real events.

· Emergency response (on-call) support to system outages

· Provide customer facing end-user support that includes

§ Break-fix support for Laptop, desktop, tablets and associated hardware peripherals

§ IMAC support including large scale/bulk office moves/re-stack activities (all moves)

§ Support for Operating System, base load software, MS Office suite and other business application

§ Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs

§ Access related issues with smart card, password and security, application configuration and troubleshooting, and general inquiries

§ Support for the Mobility devices (IOS/iPhone/IPads)

§ VIP and home-based office (HBO) user support

· Manage the ticket queue in ServiceNow and ensure they are resolved and closed within the defined service level maintenance

· Respond to end-user requests for updates on ticket status and promptly follow up as needed.

· Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.

Desired Skillsets

· Strong understanding of Client based Operating Systems

· Strong ticketing system experience -ServiceNow

· Strong understanding of end user hardware & infra solutions

· Strong knowledge of industry standard applications/tools/Devices

· Proficient with common network protocols (TCP/IP) for device connectivity issues

· Excellent communication skills (English & Local language)

· Excellent customer engagement and customer service skills

· Strong desire to help, share, and assist others

· Excellent analytical skills, Work Ethic and Problem-solving skills

· Basic Safety knowledge in order to assist users with ergonomic equipment

· Ability to lift heavy equipment’s within stockroom & Service room for racking & Stacking

· Ability to be on your feet all day, weekend work as well for on-call support (rotation)

· Customer experience - CSAT focused with Customer is #1 Attitude

· Demonstrate ownership and responsibility to assignments

· Strong ticketing system experience

· Strong technical aptitude and ability to research and solve complex issues independently

· Show adaptability and flexibility in work to suit business requirements

· Professional and courteous and Ability and patience to work in a high dense client environment

· Flexible for travelling to remote sites/Colocations

· Technical Certification (Microsoft/HP/Dell) in the similar field will be an added advantage

· Daily shift 8am or 9am, Monday to Friday. Any other standby hours required.