IT Field Support Engineer - Cork

  • Job Ref: 3665
  • Location: London, United Kingdom
  • Type: Permanent

Overview

JOB DESCRIPTION

Supervised systems in scope:

The specifications of the hardware used can change in the course of the operating time (in this case, the changes are implemented by means of a change request), currently the following manufacturers' systems are used:

  • Operating systems: Windows 7, Windows 7 embedded (future Windows 10)
  • Hardware from the following manufacturers: HP, Lenovo, Dell, Samsung, Apple
  • Printers from the following manufacturers: Lexmark

 

Troubleshooting

 

The restoration of the hardware- or software-technical functionality of the devices / system units by means of disturbance measures and includes the following activities:

  1. Carry out defect diagnosis and, if necessary, prepare problem diagnoses
  2. Elimination of minor hardware defects, as far as these can be resolved on the spot without impairing the workflows of the SUB Removal of hardware defects which cannot
  3. Be remedied remotely from the First or Second Level UHD, as far as these can be resolved on the spot without impairment or only with slight disturbance of the workflows of the SUB Remedy of software-technical defects,
  4. Troubleshoot software-related disorders that cannot be resolved remotely by the First or Second Level UHD
  5. If the disturbance cannot be resolved or can only be resolved with a significant impairment of the workflow on site, an exchange unit with provided comparable functionality from the device pool available (basic procedure). The exchange is coordinated with the user
  6. Function test of the newly installed hardware
  7. Confirmation of the defect rectification in the ticket tool
  8. Inform the SUB and the test centre about known and / or recurring problems
  9. Documentation of the changed asset data in the ticket tool of DBG (SAP CRM)
  10. Feed the defective hardware for re-installation or warranty processing
  11. Upload a new image to a recovered device
  12. Take the device into the machine storage
  13. Troubleshoot of Blackberry Good applications on COD and BYOD devices

 

Install

 

New delivery of the hardware requested for the user according to the order. The following tasks are in scope:

  1. Separate date coordination
  2. Clarity of the installation capability of the workplace (power and network sockets are provided in an appropriate form)
  3. Check the hardware for completeness
  4. Partitioning and image refilling of the end devices
  5. Set up the hardware at the named workstation
  6. Correct installation of the power and network connections to the power and network sockets provided for this purpose
  7. Commissioning of the preinstalled hardware
  8. The system user is responsible for the transfer of locally existing legacy data. No work provided by the PROVIDER.
  9. Short instruction of the user
  10. Recording and transmission of the asset data into the central ticket tool
  11. Have the acceptance report printed
  12. Transfer of acceptance report and asset data

 

Replace

 

Removal of the hardware specified by the user. Construction of the hardware intended for the user, in this case mostly old equipment against new device. The following tasks are in scope:

  1. Separate date coordination
  2. Check the hardware for completeness
  3. Dismantling the hardware at the named workstation
  4. Technical correct removal of the power and network connections of the old appliance
  5. Proper installation of the power supply and mains connections of the new equipment
  6. Check the hardware for perfect operation
  7. Instruction of the user
  8. Have the acceptance report printed
  9. Disposal of the packaging material
  10. Record the asset data

Transfer the asset data

 

Move

  1. Disconnect the hardware from the current location as per the agreed timelines with the users
  2. Move it to the new desk identified
  3. Connect all the devices back
  4. Check the hardware for perfect operation

 

 

and to cover the above during its performance of services:

 

  • Ensure full backup availability in case of full time staffing absence
  • Ensure relevant experience on “Customer” environment of at least 90% of full time and backup staffing
  • Ensure all required accesses to start and continue provision of services for full time and backup staffing are in place
  • Ensure staffing is informed and continually trained on relevant processes (new Service Desk processes, Knowledge base, new end-user tools etc.)

 

 

 

 

 

 

 

VIP Support

Breakdowns for VIPs are always prioritized.  

If prioritized treatment is not possible because the SLAs of the remaining interferences are at risk, the client must be informed immediately and, if necessary, a new prioritization must be carried out in coordination.

First contact with the VIP must be made with in the first 10 mins of receiving the call

John Ryan, Senior Recruitment Consultant - Your e-Frontiers consultant for this job

John is one of our recruitment consultants on the Technical Infrastructure Division of e-Frontiers and has been with the company since June 2012. John brings over 12 years recruitment experience to the e-Frontiers team having previously worked for one of Ireland’s biggest recruitment companies. He has worked with many of the Ireland’s leading IT companies and has experience of sourcing technical candidates across all levels. He has also gained valuable on-site client recruitment experience from various recruitment projects. John studied Business Studies in Dublin Business School. He prides himself on his professional and logical approach to recruitment.

Specialises in: Senior Windows Engineers, System Support, Linux Administrators, Unix Administrators, Security Consultants, Virtualisation Specialists, Unix Specialists, Infrastructure Consultants, Cloud Automation Specialists, Office 365 Specialists, Windows Engineers