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Part time 2nd Level Deskside Support IT Engineer one day a week

Manpower
Job LocationDartford
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract, full-time

Job Description

Main responsibilities / job expectations

  • Hardware IMAC Support:
  • Provide work space and utilities for support personnel including desks, bench space, telephones, network access and power.
  • Troubleshoot, diagnose and resolve the tickets which required onsite support
  • Coordinate within Vendor and Level 3 support team, Level 2 Backline and Service Desk teams for ticket resolution
  • Schedule Supported Device installation, Software and Hardware activity with End User at their convenience in order to minimize disruption
  • Participate in war room during major incidents
  • Manage any end-user service requests (e.g. desktop, mobile) which require local interaction
  • Support all end users devices & their accessories (not limited to Desktop / Laptops, Mac, Telephones, Smartphones, Tablets, Video-conferencing systems, printers, printer consumables)
  • Collect hardware as part of users leavers process
  • Asset Management:
  • Maintain asset register including hardware and software
  • Alert Customer in case of licensing issue (Software)
  • Manage non-standard intervention / software installation
  • PC and other devices logistics Management
  • Software IMAC and configuration:
  • Resolve break-fix incidents, either by own intervention or requesting and coordinating technical service by OEM vendor
  • Perform Soft IMAC, Image loading where this cannot be executed remotely
  • Bios, Drivers, Software deployment on end user devices
  • Deployment of mobile apps
  • Hands and feet support on all devices
  • Meeting room support and conference room devices
  • Printers
  • Laboratory and manufacturing devices
  • Support to Organizational Events
  • Customer 3rd Party Support and Co-ordination
  • Infrastructure on-site support and interventions in coordination with Ipsen and/or Ipsen partners
  • Offsite Backup and tapes management
  • Maintenance Activity / logistics support in coordination with Third Parties.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support team
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures and instructions
  • Be responsible for new starter setup and repossession of leavers equipment,
  • New User Onboarding - present IT and provide new user IT inductions,
  • Manage relationships with vendors and ensure high-availability of business-critical IT systems,
  • Provide user trainings and continual development
  • 1st/2nd line Network support and troubleshooting
  • Work in collaboration with Ipsen partner for infrastructure support and infrastructures projects.
    • Soft Skills
  • A strong customer service focus (High Level of customer interaction and engagement)
  • Excellent interpersonal and communication skills (both written and verbal),
  • Comfortable working both autonomously or as part of a team.
  • Ability to work under pressure
  • Negotiation skills
  • Be able to provide VIP support and appreciate the difference between standard user and heightened IT Support.
    • Experience:
  • At least 5 years of experience in an IT Support
  • Technical experience in IT Systems management and desktop support,
  • A Bachelors in a relevant field preferable or equivalent experience,
  • Experience with the following systems: OSX, Windows - system & applications, mobile,

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