Infrastructure support engineer
Bucuresti, Romania
4 zile în urmă

Job Description

Infrastructure Support Engineer

The Infrastructure Support Engineer (ISE) ensures that client employees remain productive by providing on-site support for hardware, software, applications, installations and mobile devices while ensuring a positive employee experience.

They will act as the face of IT for the client and offer a personalized experience to the client end-user. They can build upon a positive culture at the client location and / or while working from home and are well versed and educated advocates of improving the end-user’s IT support experience.

To build a quality end-user experience, the ISE partners with client management and their vendors daily.

Primary responsibilities :

  • End-user facing expertise to provide support for hardware and software issues within end-user computer systems comprising of both MAC’s & Windows, to include desktops, laptops, printers and mobile phones / apps.
  • Advanced knowledge to perform configuration, installation and troubleshooting desktops (MAC and PC), laptops, printers and mobile applications.
  • Responds to end-user product related questions for all supported hardware, software and applications as defined by the client.
  • Understands and maintains / outperforms service levels established below :
  • Deskside MTTR targets : 95%
  • Depot & New Hire MTTR : 99%
  • CSAT : 4.85 / 5
  • Analyzes problems to identify problem area(s) and provide corrective action, recommending solutions to client application and account related issues
  • Working on ServiceNow ticketing tool, updating all incidents with detailed ticket notes like troubleshooting etc., and add Knowledge Base articles (If applicable), in line with ITIL practices on real-time.
  • Updating ServiceNow CMDB and MDM with asset details for end users in real-time with no errors. Liaise with the respective teams to take corrective measure in case of any issues.
  • Line manager will have to be updated on any loss of device with detailed information and evidence if available.

  • Audit of all assets at the client site (Once a week), to have AirWatch and ServiceNow updated with the correct asset details real-time & must always be 100% correct.
  • Updating Site information on ServiceNow for Loaner / Emergency Stock held by the Infrastructure Engineer either at home or in office.
  • Supporting the setup of the New Hires / Agency Temp at the client site, which happens once a month / ad-hoc based-on client’s requirement Including but not limited to :
  • Checking a Task is generated by the Hiring Manager, or to chase and have this generated by the Hiring Manager.
  • Checking with suppliers and making sure stock is available for the New Hires and dispatched.
  • Checking with Pro Unlimited the status of an Agency Temp and if an asset has been ordered, if not then to provide a loaner.
  • Organizing the delivery of assets to new hires by liaising with the concerned teams as defined by the client.
  • Chasing PO numbers with Suppliers to check delivery status or providing a loaner laptop in case of delays to the New Hire.
  • Call New hires if the HR department does not have the correct address details, or, to confirm the delivery address.
  • Provide support through the ITO on Day 1 for a New Hire, including any after care support needed.
  • Support and setup of all Intern machines that are at the client site, following all practices defined for New-Hires / Agency Temp.
  • Audits of the client site, which is requested on-demand on time-to-time basis.
  • Support the Region-specific slack channels and individual communication coming from end users.
  • Update the client site ITCS SharePoint with documentation - including any particular support provided, solely, to the client site you support.
  • Organize the Tech café at the client site to make sure that everything is accounted for.
  • Be flexible to multi-task and handle ever changing priorities & willingness to learn new skills and work outside of your comfort zone with the end-user community.
  • Ability to manage individual tasks that may require cross departmental communication and collaboration
  • Be a positive Team player, good communicator, self-directed work style and ability to multi-task
  • Work from the client’s office for 2 weekdays & work from home for 3 weekdays per week on alternating week schedule, unless specified otherwise from the line manager.
  • Line manager will coordinate and layout the schedule.

  • Work week is from Monday Friday except for any client specified public holidays and weekends.
  • Liaise with the location POC’s for entry to client’s office, following all safety protocols as defined by the client.
  • Working hours are from 8 AM 5 PM local time, including a total of 1 hour break.
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