Job Description
Site/Deskside Support EUC System Administrator
As a part of Workplace Services, the Site Support Engineer is responsible for providing remote and desk-side support for all in-scope IT devices (laptops, desktops, printers, mobile devices etc.) at specified locations. Support provided to customers' employees is based on incidents and work orders received from the Service Desk or directly from end-users via self-service ticket creation. The Site Support Team is also responsible for coordinating with third-party IT vendors, other IT service providers, and OEM vendors to address hardware-related issues.
The role includes:
• Ensuring IT support via remote access (with end-user consent) and providing onsite frontline support at SOW locations through a combination of phone, email, chat, and desk-side presence.
• Ensuring end-user application connectivity and functionality.
• Providing onsite maintenance and support.
• Providing IMACD – Install, Move, Add, Change, and Disposal services.
• Performing Hard IMACD – Install, Move, Add, Change, and Disposal services funded by Statement of Work (SOW).
• Assisting with testing OS Image Management Services and providing smart hands/feet support to Network Support Teams and Server Support Teams.
• Providing Mobile Device Management Services.
• Providing VIP Support.
• Providing Meeting/Conference Room IT asset testing and management services (limited and best effort-based).
• Providing Print Management Services (driver installation in computers and parts/consumable management defined in SOW/SOP).
• Coordinating with Original Equipment Manufacturers (OEM) and other IT service providers.
• Dispatching third-party IT specialists for workstation issues or user requests at sites with dedicated onsite support.
• Providing Spares Management (including warranty) services and managing IT device spares and loan pools.
• Generating reports for incidents and work orders assigned to the Site Support Team as required.
• Owning tickets from start to finish, including regular updates to the service management system and information requests from third-party vendors if necessary.
Qualifications include:
• Strong experience supporting mission-critical relational databases in EUC environments.
• A thorough understanding of system administration, extending to server and network support and hardware break-fix for desktops, laptops, and computer peripherals.
• Good experience and knowledge of EUC