Deskside Support Technician

☞ Iron Systems

看过: 209

更新日: 22-10-2024

位置: Oberursel Hesse

类别: 咨询/客户服务 IT-硬件/网络

行业:

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工作内容

Resources should have worked on below:
  • Workstation Management Services;
  • Mobile Device Management: MDM services and related services for iPhone, iPad, Android, Windows Phones and tablets, Initial setup of app/software deployment
  • performing non-automated (manual) software install; and
  • installing peripheral or add component to standard hardware system;
  • IMACD (installs, moves, additions, changes and disposals);moving all systems and peripherals within or between customer Locations within the same region
  • Break-Fix services on all End User Device Hardware;
  • disposing of standard systems and peripherals in accordance with customer Security Policies (CSA), and as requested by customer, including as necessary to delete any and all data on all Equipment; and Coordinating with third party for re-selling or return of assets and systems. Changing existing configurations, including as a result of new employees, Data Transfers, or move to new PC hardware;
  • Helping Hands Support for Data Centre Network and Telephony devices
  • Helping Hands Support for Data Centre Devices.
  • VIP User Support
  • Collaboration services, including but not limited to Telephony (Analog and Digital) and conference room support
  • Workstation Image, Software Packaging e.g. Citrix and VDI, Software Deployment , antivirus software installation and configuration
  • Asset management
  • Acknowledgment of service incident as per defined SLA
  • Handling Service Requests created by customer users via service desk support operation
  • Handling P1 & P2 incidents as per the defined SLA
  • Coordinating with customer support for P1 & P2 incidents
  • Incident updates in accordance with the incident management process.
  • The SUB Engineer will NOT perform any task or enter a secured premise without proper authority
  • SUB Engineer will attend the customer Location within the defined SLA of the priority of the incident.
  • SUB will provide customer updated asset information for purposes of updating the configuration management database.
  • SUB to make sure that SUB Engineers are equipped enough to perform the job they are expected to do as necessary to perform the services of the SOW.
  • Data Integrity: All device used for data back-up and restore should be cleaned / wiped-off. Same should be confirmed and updated in ticket
  • Disposal –SUB to take care of data wipe based on procedure provided by customer.
  • SUB will be responsible for installing customer Gold Image as needed.
  • HELPING HANDS SUPPORT FOR DATA CENTRE NETWORKS
  • Keeping track of serial number, model and vendor information of all physical devices
  • Keeping track of physical device locations.
  • Server, Network, Storage and Backup device restart (planned or unplanned)
  • Power Unit / UPS availability for Server, Rack, Switch, Router, Firewall (other networking devices), Storage and Backup devices.
  • Any change in Cabling within the datacenter. Cable in out and Change
  • Internal Cabinet wiring. On-demand cabling within the Datacenter.
  • Power reset of all physical devices by unplugging the power cord and plugging in back.
  • Server, HBA Card re- seat
  • HBA and SFP addition, removal and replacement.
  • HDD or SSD addition, removal, re-seating and SPS replacement.
  • Any parts replacement of Server, Network, Storage and Backup devices.
  • Escort services for OEM (Cisco/HP/VCE) and authorized datacenter visitors.
  • Password reset/accessibility Check for remote tools (ILO, KVM solutions etc...)
  • Power supply checks, advance risk analysis.
  • Server Network Cable and HBA cable check.
  • Console, terminal access of all physical devices over WebEx for troubleshooting issues.
  • On-demand hardware customization during priority incidents.
  • Analyze and declare if it is a hardware failure while working on incidents.
  • Joining conference call with technical teams and vendor while troubleshooting a priority incident.
  • Server Movement from One rack to another
  • Server Movement from One chassis to another
  • Analyze and provide necessary information to vendor for new Server, Chassis and Rack installation.
  • Providing escort services to Vendors for new Installations.
  • Make use of Datacenter staging area.
  • Proper placement of disposals and follow Datacenter standard guidelines.
  • Coordination with technical teams from customer or vendor during planned migration/upgrade of Configuration Items.
  • Managing internal and external Datacenter access.
  • Providing support and guidance to the visitors during Datacenter tour.
  • Able to take the Console of Network devices, Wireless Access Points (so he knows the necessary settings on his Laptop/System)
  • Able to perform First level Troubleshooting (Like- Ping, tracert, types of Cables, types Of Fibers, Fiber Patch cords & Connectors
  • Able to trace the LAN cables from the bunch of Cables
  • Crimping, Cable testing, Fiber cable replacement.
  • Knowledge about the Fiber patch cords.
  • Able to know about Rack Sizing Information, device installation in Network rack (In case Hardware replacement)
  • Able to configure the IP address to Network Devices
  • Knowledge about the basic Cisco Commands.
  • Knowledge about the raw & UPS Power, UPS Power health check-up (A very High Level)
  • Provide the update to customer of each activity at client Locations.
  • Physically changes in rack, cabling & Networking devices.
  • Co-ordinate with Service Providers for any WAN and Internet issues.
  • IMACD Activities – Install, Move, Add, Change and Dispose on Network devices like Routers, Switches, and Firewall & Access Points at the Remote Sites.
  • To support Break/Fix emergency changes which occurred due to service disruption.
  • Should know the local language to communicate with customer or service provider. Also, should be good in communicating in English with client level 2 tech over the phone.
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最后期限: 06-12-2024

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