Scope of Work - Deskside Engineer
eTeam UK
Zurich, CH
vor 1 Tg.

Scope of Work - Deskside Engineer

This position assists Client with technical support of desktop computers, applications, and related

technologies. Support includes specification, installation, and testing of computer systems and

peripherals within established standards and guidelines. Activities require interaction with

application software and operating systems to diagnose and resolve unique, non-recurring problems.

A good understanding of general IT required as provision of Smart Hands will also be required on

occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking,

Server and Telecoms etc.

  • Desk side engineer for technical support for Client End-Users and their networked computers
  • and peripherals
  • Interface with multiple levels of end users, management, VIPs and technical staff
  • Duties include :
  • Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network / desktop / laptop support, Printers, Iphone, and LAN cable drops
  • Swap-Out and, troubleshoot software issues; Reimaging computers / hard drives
  • IMACD function including installation and decommission
  • Backing up and restoring user data where requested by Client. Supplier shall not be liable for the data loss. Supplier is NOT responsible for the condition of the data transferred / recovered before or after diagnostics and repair.
  • Assist Service Desk / Remote Desktop Support teams for hands and feet coordination efforts
  • Assist on Incident and Problem Management activities
  • Taking ownership of issues through to resolution on all appropriate requests
  • Categorize and prioritize end user support requests (Incidents) and Service Requests by utilizing ticketing system to track tickets and provide up-to-date status and information
  • Move equipment associated with escalated help desk Incidents and Service Requests
  • Performing asset inventory activities where requested by Client.
  • Work with procurement staff to purchase hardware and software
  • Maintain spare parts / inventory list monthly and coordinate for any disposal requisites
  • Provide support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site.
  • Adhere to ticket response and resolution SLA's as agreed upon.
  • Understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues
  • Maintain the reliability and viability of the company s computers, computing systems, and network infrastructure.
  • Track server activity, performing upgrades of software, maintaining computer hardware, addressing questions about technical problems, and improving efficiency by evaluating system and network functions.
  • To assist in the installation of various computers, computing systems, networks, telecommunications and video components.
  • Ensure that server best practices are being meet.
  • Contributing in preparing knowledge base article
  • Expected Engineer capability / Experience :

    At least 6-10 years of experience in the field or in a related area required

    Strong Microsoft Office skills (Outlook, Word, Excel, PowerPoint etc.) " Strong Microsoft Operating System installation and troubleshooting skills

    Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds " Broad experience of IT with good understanding of Networks, Servers and Telecoms

    Strong Client service skills " Ability to provide consistent, excellent Client support to entire staff, representing a variety of personalities and management levels

    Strong written and verbal communication skills

    Must be detail oriented and self-motivating

    Basic Background security check required " Experience including remote control of PCs and video conferencing knowledge

    Technical Qualifications

  • Bachelor of Science in Computer Science related field or related work experience.
  • MCSA certification preferable.
  • Hands-on knowledge of Windows Server administration.
  • Experience of Cisco Products and hands-on in network administration needed.
  • Intermediate knowledge of directory services, Active Directory and Open Directory.
  • Languages

    The Field Service Vendor representatives will be able to converse and communicate effectively (written and verbal) in both local language and English.

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