•Ability to work within multiple sites. This includes the ability to travel to different sites as necessary or required by the customer.
•Physically fit to walk through large areas.
•Ability to work after hours and weekends if necessary or required by the customer.
•Knowledge using ServiceNow as the ticketing tool.
•Provide technical assistance and support, and resolve problems related to the use of computer hardware and software for end users.
•Analyze, resolve, respond to, and document end user inquiries.
•Install desktop/Laptop, printers/scanners, and other peripheral softwares using approved tools.
•Troubleshoot operating system issue. connection issues with LAN/WAN.
•Update tickets with accurate and timely records of work performed, and resolution detail
•Maintain and contribute to a knowledge base.
•Coordinate hardware warranty repair.
•Perform inventory management activities as required in coordination with asset management and other Corporate groups.
•Escalate to 3rd party vendors when necessary
•Responsible for raising and coordinating problem management issues
•Perform additional tasks (end user/infra related) when required Strong understanding and skills in SLA, KPI Management.
•Provide technical support stationed at the site who can quickly respond to problems that may arise within data center/computer/server rooms which need physical handling.
•In contrast to certified technicians, they are not necessarily trained nor duly recognized to specialize in a specific technology.
•Can handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specialize in different products and categories.
•Receives instructions from certified technicians and project managers to troubleshoot advanced issues.
•Provide on-site, operational support service for remote management, installation and troubleshooting of data center equipment.
•Primary responsibility to manage End User related incidents and requests.
•Go to person for all plant IT related requests (Password resets, access etc. specific to plants).
•Handles all User related IT requests (IMAC, Break fix, Refresh etc.).
•Responsible for managing IT Assets, Inventory and Stock Room management.
•Responsible for Asset tagging, Inventory update in C MDB.
•Handheld scanners/High-jump scanners config and support.
•Responsible for Preventive maintenance checks on all handhelds (scanners etc).
•Radio configuration & support.
•Shipping and Receiving assets requiring repair from OEM (Scanners, Handhelds, etc.)
•Responsible for in scope Production devices installation, reset, adding to network etc.(Terminal systems, Handhelds etc.)
•Thin client configuration and support, Apps on iPads.
•Responsible for Printer Coordination Services and single point of contact to handle.
•L1 Printer issues, requirement to have AS400 knowledge to handle production printers.
•Provide Touch Support / Smart hands Support to verify functionality or testing
•Monitors PRTG tool for plant network devices.
•Coordinate with the Critical facilities team for Power related work.
•Coordinate with 3rd Party vendors for installation/ fixtures for non-IT request (Henderson, OneNeck , C&W etc.).
•Vendor escort or co ordination (mostly for network cab work, data center work, etc.) - (e.g., ATT, OEMs).
•Act as backup for locations where L3 presence is limited and there is a need for backup during production additions or OOO situations.
•Elevated skill set up to L2.5 to provide backup support for L3 resources as needed