IT Support

• Liaise with external or internal service providers when required to seek the commissioning maintenance and decommissioning of approved solutions.
• Gain approval from either the local management of the IMT service owners or the IMT service owners themselves for implementing or changing any IT-related solution.
• Follow IMT guidelines for technical matters such as the Control Change Requests process.
• Hardware support falls into three parts depending on the type of equipment: infrastructure workplace and personal equipment.
• Coordinate delivery and pickup with Hardware service providers and local procurement of logistics services
• Unpack and store or dispatch equipment to users or facilities
• Stage or configure devices
• Perform hands-on troubleshooting when required in coordination with backend engineers
• Repair the defective part where applicable
• Perform Return Merchandise Authorization
• Perform data backup and recovery
• Change of printers cartridges removal of paper jams
• Facilitate the destruction of legacy storage hardware where applicable.
• Rack and un-rack equipment
• Ensure end-to-end hardware connectivity of devices
• Ensure an appropriate power supply to the active elements
• Regular visual check on active elements in the server room technical rooms and meeting rooms.
• Maintain a pool of ICT equipment including laptops video conferencing equipment cables etc.
• Coordinate with the relevant parties for the management of ICT Fixed Assets in compliance with clients internal processes.
• Calculate safety stocks based on market conditions.
• Initiate purchase orders in compliance with procurement guidelines to ensure in-time deliveries to meet forecasted demand for local IT equipment.
• Keep track of dispatches or allocations to users or facilities of the various equipment
• Strive to answer how-to questions and positively reinforce self-service tools published on the clients user guidelines
• Perform troubleshooting of the issue including isolation and root cause analysis and break-fix where applicable.
• Reroute misrouted incidents or request to the relevant IMT team
• Escalate to IMT second-level support for the area(s) of expertise.
• Provide limited support to specialized applications and tools.
• Support Hybrid Meetings on Microsoft TEAMS ZOOM and other platforms
• Manage the AV equipment located throughout the Hub
• Prepare and test AV equipment ahead of meetings happening in the Hub and virtually

Qualifications :

• Bachelors degree in computer science engineering systems analysis or a related field plus 5 years of relevant experience.
• Minimum 3 years of relevant experience including providing end-user support in a corporate environment.
• Experience in providing first and second level IT applications support in international organizations Global Call Centres or Service Desk environments.
• Minimum 2 years of hands-on experience in organizing and supporting hybrid meetings with complex AV equipment.
• Experience in the clients computing environment and prior experience in global shared services/ call centre is desirable.
• Proven ability to coordinate manage lead and successfully deliver IT-business projects across geographical locations and organizational departments under intense pressure and complex emergencies.
• Demonstrated capacity for strategic thinking with the ability to quickly comprehend strategic and tactical objectives and to formulate comprehensive plans to address challenges/risks.  
• Proven ability to successfully interact and negotiate with senior stakeholders at an international level.
• Strong understanding of interdependencies between technology operations and business needs.
• Proven ability to build successful working relationships with internal and external customers and stakeholders and coordinate activities across multiple parties.
• Capable of maintaining a high degree of effectiveness in a multi-tasking role synthesizing information quickly managing priorities delivering with quality and working to challenging timescales. High ability to work creatively and analytically in a problem-solving environment demonstrating teamwork innovation and excellence.
• Excellent communication (both oral and written) problem-solving solving and analytical skills
• Proactive flexible resourceful and able to work independently with limited supervision.
• Proven excellence in planning coordination and organization.
• Expert knowledge in spoken and written English.  
• Basic knowledge of German is desirable but not mandatory.

Remote Work :

No

Employment Type :

Full-time