New Opportunity – Field IT Support/ IT Support
Location: Germany,Laatzen
Duration: 12 Months - extendable
Shift: 9 hours
SOW:
- Must have at least 3 to 4 years of experience in managing IT Service Management operations primarily in End User Computing and Deskside support services.
- High Level understanding of the Desktop Support technology areas and understanding across infrastructure components.
- Ability to assemble and re-seat components like RAM, SSD, screens, WLAN cards, keyboards, and motherboards.
- Capable of system recalibration and thorough sanitization of both external shells and internal components, including cooling fans.
- Network understanding & troubleshooting skills.
- Experience in usage of SCCM/Ivanti/Intune for deployments and installations.
- Experience in OS installation, handling OS related issues and troubleshooting of issues.
- Experience in patches and package installation & troubleshooting.
- Experience in handling Conference room devices (Polycom / CISCO / Star leaf phones, touch pads, Monitors, Cameras, MS Teams based conference room/meeting room/end users allocated devices etc.), Co-ordination with Facilities teams for maintenance & management of Non Network devices such as CCTV Camera, humidity sensors.
- Ensure all the workstations are updated with latest Anti-Virus, patches, Windows patches & feature packs etc.
- Should have good exposure in troubleshooting using remote support tools like RDP, IDRACK, ILO, IP Phones etc.
- Ability to trouble shoot printer issues and file restorations etc.
- Customer service focused; ability to manage key stakeholders in positive, poised and effective manner.
- Proven experience effectively communicating issues/challenges and solutions to the business.
- Strong understanding and demonstrated experience working within the Managed Service Operation.
- Excellent English communication skills, both written and oral and analytical skills.
- Knowledge and experience with ITIL Service Management Lifecycle framework and processes.
- Analytical and Communication skills.
- Should have experience in managing/maintaining/tracking of Asset Inventory. Follow the Laptop Reclamation Process and escalation guidelines to reclaim the laptops. Coordinate Laptops stock, imaging, allocation and de-allocation where Service Provider Site support resources are staffed.
- Manage entire laptop lifecycle, including maintaining accurate status in ITSM platform according to regional processes and polices.
- Management of Mobile devices, handhelds, docking station, monitors, mouse, keyboard and power cords etc.
- Housekeeping activities such as space reclamation, profiles archivingSoftware installations
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