It Desk Side Support Engineer – Miradola And Isola Della Scala Mirandola

It Desk Side Support Engineer – Miradola And Isola Della Scala
Mirandola
Emilia Romagna, Mirandola

Be among the first 25 applicantsDirect message the job poster from TVS SCS Rico ItaliaThe Engineer will provide daily local/remote support, receive incoming calls, answer questions, troubleshoot problems, and document steps taken to resolve hardware, software, and application issues in a ticketing system.

The candidate will also be expected to facilitate resolution of customer calls and engage with their supervisors and managers to ensure operational consistency across all shifts within the IT support center. The Engineer MO01 provides Break&Fix, fault diagnosis, and resolution services.

The ideal candidate should have at least 2 years of IT support experience. Onsite Engineer ResponsibilitiesIncident resolution. Service request fulfillment. Hands and Eyes support for IT Infrastructure Devices. Meeting room IT equipment support, maintenance with preventive checks periodically. End user support in Digital Bar where applicable. Planned / Unplanned Infra activities wherever needed including first level troubleshooting under guidance of concerned team. VIP support where applicable. Printing service support. Escorting of third-party engineers. The Dedicated engineer will carry out a range of IT duties including resolving incidents, IMAC of CLIENT devices and services, as well as daily IT responsibilities and IT administrative tasks.

The Onsite engineer will also act as smart hands, eyes, and feet to work with third line and external support teams in areas such as the Data Centre, Network, Telephony, Imaging, Backup, and Security to resolve issues.

The engineer will also be a point of contact on the site for relevant IT-related matters.

The Onsite engineer may also become involved in assisting with the receipt and management of onsite stock, spares, requesting the purchase of assets (not procurement), and updating IT systems (such as Asset DB) where the tools and processes are provided.

The Onsite engineer and OSS team are not responsible for procurement, the asset management process, or the tools, but are responsible for following the processes provided to place requests and updates. The role of the Onsite engineer is to work within the processes, procedures, and policies as defined by HCL Delivery and agreed with CLIENT. Hands and Feet SupportHands & Eyes Support is a service that includes a physical onsite engineer who can perform or troubleshoot issues.

The Onsite engineer can reboot server equipment, report visual display information from devices, and perform basic troubleshooting with help and directions from the resolver team. The resolver group is contractually responsible for the resolution of the incident.

Technical knowledge/capability is provided from the resolver.

The OSS engineer is only performing steps that are being dictated by the resolver team.

The OSS engineer will only be responsible for Hands and Feet support.

Volume and/or duration of regular (predefined) tasks must be kept to a minimum, ensuring OSS SLAs responsibilities & resource synergies are not compromised. Points below will be supported by Hands & Eyes engineers.

Further SOPs/process will be incorporated below:Network/SecurityServerHostingPrinters/Print ProvidersTeleconference/Videoconference/Telepresence/Audio-VisualDesk PhonesOther Devices/Services (If Any)Seniority LevelEntry LevelEmployment TypeFull-timeJob FunctionInformation Technology #J-18808-Ljbffr