Requirement:
Onsite at customer location (LLN) to provide Level 2 deskside support covering :
1. Installations, Moves, Adds, Changes, and Decommissioning (IMACD)
2. Standard Software and Operating System support (MS Windows)
3. Hardware Break/Fix Services including management of Original Equipment Manufacturer (OEM) warranty processes. See further below.
4. Support for Remote Users
5. Smart Hands Support
6. Staging and configuring personal computers (“PCs”) and Peripherals
7. PC Asset/Configuration Management process support
8. Participation in Problem Management coordination and processes
9. Supporting the delivery of customer PCs, and workstations, printer output management, and mobility solutions.
10. Meeting support
11. VIP support
12. Special Device support
13. On/off-boarding support for End Users entering and leaving the company
Ticketing system:
14. Engineer will work on Tickets assigned through the customer supplied ticketing system.
15. Engineer will manage tickets through to resolution, according to the Priority Level assigned to the Ticket and Resolve issues in accordance with the customer defined SLAs.
Hardware support (Lenovo):
16. In warranty devices – Engineer to manage process, typically schedule Lenovo warranty engineer to attend site and complete repair on behalf of customer.
17. Out of warranty devices – engineer to obtain quote for replacement part(s) and if approved by customer then engineer to carry out repair.
Other:
18. Support requirement: Onsite engineer, Mon – Fri, 8-5 (8hrs)
19. Skillset: Experienced, customer focussed, 2nd line support engineer (MS / Office + Lenovo)
20. Fluent French and English. Both written and spoken