Job Description :
Provide customer facing end-user support that includes :
Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair / replacement)
Perform managed print service invoicing / meter read / polling report verification
Perform end-user support related security and controls and compliance related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.
Manage device information from the point of acquisition through retirement and disposal. Provide operational oversight to ensure the proper maintenance of asset information, utilization of devices, replacement / refresh according to customer lifecycle, asset health and operational quality.
Perform audits of hardware assets according to standard operating procedures.
Maintain asset management tools that support automatic discovery (such as SCCM), facilitate effective deployment, re-use of assets, and provide a common view of information.
Perform required disposal process prior to asset disposal as per customer policy. Including transfer of ownership signatures at transfer.
Provide IT support for on-site or off-site events and meetings including site setup, coordination with venue IT / AV contacts and stand-by support
Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
Provide On-call support if required outside business hours on a rotational basis
Provide technical orientation and training for new Client employees on existing systems and software
Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.
Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.
Provide weekly reports as requested by Customer
Implement best practices in the stores to resolve issues
Maintain appropriate equipment sparing requirements and spares inventory levels to meet SLRs for the Desk Side Technical Support Services
Participate in team projects as requested.
Support End-User data backup, storage and recovery Services for all End-Users
Coordinate with End-User or other site staff to schedule on-site technical support visit in response to an Incident or IT Service Request, including security remediation services.
Provide Smart Hands and Eyes Support - for servers, network and security devices in site locations, as per Client policies and procedures.
Provide basic AV and conference room setup service, troubleshooting and meeting support during business hours and as requested.
Provide local support to ensure the successful broadcast of CLIENT-TV events or virtual meetings
Coordinate meeting / event management. Support includes but is not limited to participating in videoconference set up periods to ensure successful connection and customer support, setting up / connecting conferencing hardware (e.
g. - laptops, projectors) to support the effective use of conference technologies. Organize appropriate local resources (e.
g. - Facilities, BIT) to ensure successful delivery of event expectations.
Manage and inventory LAN patch cables and escalate to customer at sites when inventory levels need to be replenished. Coordinate port activations and deactivations.
Provide concierge services as required by local staffing, including :
Provide refresh support per customer established refresh schedule and as indicated by proactive management tools for supported End User Digital Asset volumes until End User Digital Asset are direct shipped to the end user.
Support device life cycle activities, per established procedure, by securely storing any devices which contain CLIENT data and by wiping user data from returned devices once user confirmation has been received.