Specialist
Specialist
Posted on :
16-03-2025
Employer Active
1 Vacancy
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Job Description
Job Description
Job SummaryMember of onsite support teams across EMEA (Europe Middle East Africa) On Site Service Engineers (OSS Engineers) are primarily focus on infrastructure IT equipment and enduser computer customer experience to ensure all interactions result in a positive supportbased service.He/she will deliver a service that exceeds customer expectations listen and understand issues communicate with customers colleagues and management using positive clear and concise communication paths. He/she will deliver an excellent local customer experience through strong technical skills and understanding of the client site environment technology and culture.Job is primary physically based on customer site being client site specific.OSS Engineers also ensure all commitments with the client are fulfilled with regular updates and appointments when appropriate.Job requirementsAs the main interface to the customer this position in the organisation includes: Performs timely resolution of workstations mobile hardware and software problems within SLAs (Service level Agreement) through effective use of experience knowledge and technical resources through a ticketing system. Deep knowledge of ServiceNow would be a real advantage. Ownership leadership communication and liaison with key contacts in other resolver groups to ensure right action is taken to resolve any issues/tasks he/she will be responsible for. Followup all processes for use of IT systems document all actions and activities performed on IT equipment. Autonomous selfmotivated and able to act with limited support and supervision (OnCall services) Conforms to international key IT processes such as support change and asset management (ITIL Working on customer site be flexible for travelling to other sites on demand. The key responsibility is to provide customer facing enduser support within a team that includes: Breakfix and support in Microsoft environment for laptop desktop tablets and associated hardware software & peripherals including operating System base loaded software Office suite and other business application as well as Mobility devices (Android/iOS iPhone/iPads) Imaging/Reimaging end user IT devices according to client IT security policies and procedures IT infrastructure equipment support including large scale office moves restack activities that includes printers and MFDs (MultiFunction Displays). Provide smart hands and eyes support for servers network equipment and security devices on site locations as per client or HCL policies and procedures including access related issues with smart card password and security applications (Home Office users) Coordinate with vendors / Contractors for provision of enduser support (e.g. Hardware repair replacement intervention Provide accurate and timely logging of customer incidents and tasks to meet contractual SLAs (Service Level Agreement). Support and/or participate in outside of support HCL and/or client projects as requested. Manage CMDB (Configuration Management Database) assignation configuration retirement and disposal records provide proper maintenance of asset information utilization of devices replacement according to customer lifecycle asset health and operational constraints Provide IT support for onsite and/or offsite events and meetings Provide Oncall support outside business hours provide IT support for disaster recovery and emergency response service. Provide reports as requested by HCL and/or final customer Implement best practices to resolve issues follow guidelines provided (Knowledge Base) document and improve existing guidelines propose new ones. Manage and inventory LAN cabling / racking coordinate port
Job SummaryMember of onsite support teams across EMEA (Europe Middle East Africa) On Site Service Engineers (OSS Engineers) are primarily focus on infrastructure IT equipment and enduser computer customer experience to ensure all interactions result in a positive supportbased service.He/she will deliver a service that exceeds customer expectations listen and understand issues communicate with customers colleagues and management using positive clear and concise communication paths. He/she will deliver an excellent local customer experience through strong technical skills and understanding of the client site environment technology and culture.Job is primary physically based on customer site being client site specific.OSS Engineers also ensure all commitments with the client are fulfilled with regular updates and appointments when appropriate.Job requirementsAs the main interface to the customer this position in the organisation includes: Performs timely resolution of workstations mobile hardware and software problems within SLAs (Service level Agreement) through effective use of experience knowledge and technical resources through a ticketing system. Deep knowledge of ServiceNow would be a real advantage. Ownership leadership communication and liaison with key contacts in other resolver groups to ensure right action is taken to resolve any issues/tasks he/she will be responsible for. Followup all processes for use of IT systems document all actions and activities performed on IT equipment. Autonomous selfmotivated and able to act with limited support and supervision (OnCall services) Conforms to international key IT processes such as support change and asset management (ITIL Working on customer site be flexible for travelling to other sites on demand. The key responsibility is to provide customer facing enduser support within a team that includes: Breakfix and support in Microsoft environment for laptop desktop tablets and associated hardware software & peripherals including operating System base loaded software Office suite and other business application as well as Mobility devices (Android/iOS iPhone/iPads) Imaging/Reimaging end user IT devices according to client IT security policies and procedures IT infrastructure equipment support including large scale office moves restack activities that includes printers and MFDs (MultiFunction Displays). Provide smart hands and eyes support for servers network equipment and security devices on site locations as per client or HCL policies and procedures including access related issues with smart card password and security applications (Home Office users) Coordinate with vendors / Contractors for provision of enduser support (e.g. Hardware repair replacement intervention Provide accurate and timely logging of customer incidents and tasks to meet contractual SLAs (Service Level Agreement). Support and/or participate in outside of support HCL and/or client projects as requested. Manage CMDB (Configuration Management Database) assignation configuration retirement and disposal records provide proper maintenance of asset information utilization of devices replacement according to customer lifecycle asset health and operational constraints Provide IT support for onsite and/or offsite events and meetings Provide Oncall support outside business hours provide IT support for disaster recovery and emergency response service. Provide reports as requested by HCL and/or final customer Implement best practices to resolve issues follow guidelines provided (Knowledge Base) document and improve existing guidelines propose new ones. Manage and inventory LAN cabling / racking coordinate port
Required Experience:
Unclear Seniority
Employment Type
Full Time
Key Skills
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