L2 Deskside Support

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 . ⦁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, ⦁Responsible for in scope Production devices installation, reset, adding to network nal systems, Handhelds ⦁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 . ⦁Vendor escort or co ordination (mostly for network cab work, data center work, - (., 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