General Purpose of Role:
- Participate in the day-to-day operation and support of IT Field Services and deliver IT service as a deskside support technician in person on-site and at other associated client sites remotely where applicable.
- Responsible for end-to-end ownership of Service Requests and Incidents as part of team deliverance of IT service.
- Supports local business system applications and mission-critical servers/infrastructure for the site (e.g., File & Print, Network, Phone System, Access Control Systems, local HR, etc.) in and outside of traditional business hours in conjunction with vendors in client Organization functional roles.
- Fully contribute to activities that meet and integrate with client organizational requirements for quality management, health and safety, legal stipulations, environmental policies, and general duty of care.
- Operates the client end user support processes and information in line with the Customer Service procedures ensuring high accuracy and quality information.
Essential Functions and Responsibilities:
With minimal supervision and moderate decision-making:
- Provide remote and deskside support, acting as the point of contact for IT service requests and the resolution of incidents within the agreed service level.
- Works with various resolver groups to close issues and reach out to other IT departments where necessary.
- Charged with capturing and recording high-quality information and actions, monitoring their ticket queues, and responding timely to new tickets.
- Also tracks outstanding calls & work orders and will contact users informing them of call progress and escalations to meet the Customer Focus objective.
- Serves as the primary focal point for escalation to IT-managed service partners.
- Manages relations with vendors in client IT functional roles to collaborate and resolve escalated incidents and requests.
- Monitors the operational status of network components (routers, network switches, WAPs, etc.) via network monitor and takes action on abnormal traffic behaviors/outages.
- Participates in broader client projects as appropriate (e.g., Acquisitions, disposals, major re-structuring projects, hardware refresh, and projects raised by client teams).
- Leverages service desk best practices and process frameworks, such as ITIL to drive continual process improvement.
- Stays abreast of trends in service desk management, operations, technologies, sourcing, policies, procedures, and other external changes that could have an impact on service desk services.
- Provide local site training for users in standard desktop and local applications.
- Acts as a local representative for any client initiatives. Specifically, they will be responsible for any region-specific needs (global IT projects, vendor visits, local/regional controls, regional business development, regional issue escalation, licensing, and asset management).
- Liaises with external support organizations or third-party suppliers (e.g., Dell, Zscaler, ATOS).
A qualified candidate should have broad knowledge & exposure in the following areas:
- Endpoint Management in an SCCM environment (imaging, deployment, and software push)
- M365 Suite (Productivity Apps, Outlook & Teams, OneDrive, Sharepoint, M365 Mobile Apps)
- Windows File Sharing and Print Services
- Enterprise Antivirus Deployment & Support
- VPN Connectivity & Related Technologies
- Support for industrial label printers (e.g., Zebra, BRADY, etc.)
- Networking Monitoring & Troubleshooting
Other general responsibilities:
Follows instructions and performs other duties as may be assigned by the supervisor.
Assists other employees in the accomplishment of client company goals.
Participates in and completes company-required training programs.
Participates in Environmental, Health, and Safety initiatives as set forth by the company.
Carryout all the following responsibilities on a regular basis:
Provide local language support acting on behalf of the call center agents as an integral part of the Service Desk function.
Provide technology support requiring more in-depth knowledge and expertise than standard for systems that have a higher impact on the business should they fail (e.g., Access Control, HR, Financial Systems).
Performs as first point of contact for Site Management for all IT-related issues/questions (if sole person onsite).
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