Client: Next-Link
Location: Job Category: Other
Job Reference: 964e65b2b399
Job Views: 8
Posted: 21.01.2025
Expiry Date: 07.03.2025
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 the in-scope IT devices (Laptops, Desktops, Printers, Mobile Devices, etc.) for the locations specified in SOP/SOW. Support provided to customer’s employees is based on the Incidents and Work Orders received from Service Desk or from the end users directly via self-service ticket creation. The Site Support Team is also responsible for coordination with Third-party IT Vendors, other IT Service Providers, and OEM Vendors to deal with hardware-related issues.
Responsibilities include:
Ensure IT support via remote access (with end-user concurrence) and provide onsite frontline support at SOW locations through a combination of phone, e-mail, chat, and desk-side presence.
Ensuring end-user application connectivity & functionality.
Provide Onsite Maintenance & Support.
Provide IMACD – (Install, Move, Add, Change and Disposal).
Perform Hard IMACD – (Install, Move, Add, Change and Disposal – Statement of Work (SOW) funded).
Provide assistance with testing OS Image Management Services & smart hands/foot support to Network Support Team & Server Support Team.
Provide Mobile Device Management Services.
Provide VIP Support.
Provide Meeting/Conference Room IT asset testing & management services (limited and best effort based).
Provide Print Management Services (Driver install in computers and parts/consumable management defined in SOW/SOP).
Coordinate with Original Equipment Manufacturer (OEM) and other IT Service Providers.
Dispatch 3rd Party IT SE for workstation issues/requests of the users at sites where dedicated onsite.
Provide Spares Management (including warranty) services and management of IT device spares and loan pools.
Generate reports for incidents and work orders assigned to Site Support Team whenever required.
End to end ownership of tickets including regular updates to the service management system and information requests from 3rd party vendors if required.
Qualifications:
Strong EUC experience supporting mission critical relational databases.
Full understanding of System Administration, to an extent Server & Network Support and Hardware Break fix for Desktops, Laptops, and Computer Peripherals.
Good experience and knowledge of EUC “Best Practices”.
Exceptional troubleshooting and analytical problem-solving skills.
Able and interested in learning to advance skills with the ability to use various research resources.
Ability to work under pressure and meet deadlines.
Experience:
4+ years’ experience in IT Service Desk / Network Support / Server Support.
OR
4+ years’ experience in EUC – OS, Software, Hardware IT Support & Troubleshooting.
Language - English and French.
Education/Certification:
Diploma / Bachelor’s / Master’s Degree in Computer Science / IT / related field is added advantage.
MCSE / CCNA is added advantage.
Additional Information:
Ability to present recommendations and findings to management.
Working well in a team environment.
Positive, 'can do' attitude.
Good communication and soft skills.
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