L2 Desktop Support

Responsibilities:

●Ability to work within multiple sites. This includes the ability to travel to different sites as necessary or required by the customer.

●Physically fit to walk through large areas.

●Ability to work after hours and weekends if necessary or required by the customer.

●Knowledge using ServiceNow as the ticketing tool.

●Provide technical assistance and support, and resolve problems related to the use of computer hardware and software for end users.

●Analyze, resolve, respond to, and document end user inquiries.

●Install desktop/Laptop, printers/scanners, and other peripheral softwares using approved tools.

●Troubleshoot operating system issue. connection issues with LAN/WAN.

●Update tickets with accurate and timely records of work performed, and resolution detail

●Maintain and contribute to a knowledge base.

●Coordinate hardware warranty repair.

●Perform inventory management activities as required in coordination with asset management and other Corporate groups.

●Escalate to 3rd party vendors when necessary

●Responsible for raising and coordinating problem management issues

●Perform additional tasks (end user/infra related) when required Strong understanding and skills in SLA, KPI Management.

●Provide technical support stationed at the site who can quickly respond to problems that may arise within data center/computer/server rooms which need physical handling.

●In contrast to certified technicians, they are not necessarily trained nor duly recognized to specialize in a specific technology.

●Can handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specialize in different products and categories.

●Receives instructions from certified technicians and project managers to troubleshoot advanced issues.

●Provide on-site, operational support service for remote management, installation and troubleshooting of data center equipment.

●Primary responsibility to manage End User related incidents and requests.

●Go to person for all plant IT related requests (Password resets, access etc. specific to plants).

●Handles all User related IT requests (IMAC, Break fix, Refresh etc.).

●Responsible for managing IT Assets, Inventory and Stock Room management.

●Responsible for Asset tagging, Inventory update in CMDB.

●Handheld scanners/High-jump scanners config and support.

●Responsible for Preventive maintenance checks on all handhelds (scanners etc).

●Radio configuration & support.

●Shipping and Receiving assets requiring repair from OEM (Scanners, Handhelds, etc.)

●Responsible for in scope Production devices installation, reset, adding to network etc.(Terminal systems, Handhelds etc.)

●Thin client configuration and support, Apps on iPads.

●Responsible for Printer Coordination Services and single point of contact to handle.

●L1 Printer issues, requirement to have AS400 knowledge to handle production printers.

●Provide Touch Support / Smart hands Support to verify functionality or testing

●Monitors PRTG tool for plant network devices.

●Coordinate with the Critical facilities team for Power related work.

●Coordinate with 3rd Party vendors for installation/ fixtures for non-IT request (Henderson , OneNeck , C&W etc.).

●Vendor escort or co ordination (mostly for network cab work, data center work, etc.) - (e.g., ATT, OEMs).

●Act as backup for locations where L3 presence is limited and there is a need for backup during production additions or OOO situations.

●Elevated skill set up to L2.5 to provide backup support for L3 resources as needed