Job Specifications
Overview
Field support is the face of IT for the local sites & the contact person for all IT related question (incidents, request, projects, IT procedures).
The main objective of this role is to provide onsite support to users, infrastructure, and local operations. The role coordinates local delivery activities, manages local and remote IT asset and inventory, and plans for refresh cycles; role addresses end user tickets and provides resolution where needed per end user expectations, proactively develops training programs, and communicates various notifications.
Provides second level support based on incidents and support request from Service Desk requested by customers, in a timely manner and according to agreed standards and procedures. Maintain desktops, laptops, printers, projectors, meeting room equipment, desk phone, mobile phones and peripheral equipment.
Responsibilities
Provides full-cycle technical support of IT equipment: acceptance from the supplier, commissioning, delivery to users, repair thru authorized service centers, utilization.
Responsible/Coordinates/improves/ end user experience/works with business thinktank for new solutions(apps) Townhall support, setup, test.
Represents of IT Operations on a site (office, WH, Plant), manages regional specific Field Service operations (i.e. troubleshooting, support, reporting, customer satisfaction, major incident resolution, digital signage), supporting the digital workplace.
Installs / dismantles servers & network equipment (smart hands), interaction with service providers for server infrastructure & network equipment maintenance (responsibility over the server room, overall cleanliness (no cardboard) of infrastructure from patching to electricity)
Prints service support - consumables control and their timely order in accordance with the Company's procedures, their installation into equipment, control of the work of local suppliers for the provision of refilling (exchange) of cartridges, and maintenance and repair of printers and MFPs. Interaction with service providers for print outsourcing services (where applicable).
Vendors and financial document flow based on inputs from Service Owners / IT Ops Leadership; partners with Finance & POC where needed to issue POs, reconciles invoices, and highlights financial gaps. Initiates OS and equipment refreshes per approved cycles. Perform stocktaking activities, coordinate overall IT asset accounting (equipment receipt, issuing, internal transfer, disposals, utilization, etc.)
Deploys local projects in collaboration with delivery team (acting as local Project coordinator) as a smart hand in Network & Compute area and EUC (i.e. TLM). Assists with deployment of end-user IT Training programs \ Onboarding Programs. Support the different functions which have a link with IT (i.e. global HR and WoW, digital workplace and processes, aligning with Legal and HR)
Resolves IT incidents and support requests from users regarding desktops, laptops, printers, smartphones, displays and other peripheral equipment, local wire and wireless network, wide area networks, Internet and Intranet services ; troubleshoots, diagnoses and resolves first and second level hardware, software (O365, Onedrive, SCCM, Zoom, Teams,…) and network connectivity problems; escalates more complex problems to Third Line Support including Delivery Team, Application Team and/or vendors for resolution in a timely manner and according to agreed standards and procedures
Diagnoses hardware malfunctions; replaces components and performs other maintenance and repair; installs and configures replacement equipment; coordinates major repair of hardware with customers and outside vendors All activities tracked within myITServices during support request and resolution, maintains and distributes user request forms, training manuals and documentation.
Smartphones purchase with mobile phone provider tools, phones provisioning, mange stock and warranty RMA for 2000 Simcards for Smartphones and support only sim activation on 150 Tablets data cards, manage and control packages on mobile phones.
VIP executive dedicated support in Belgium Security compliance - GNAC Support as second level support, manage airwatch on PI devices, support MLA and Adaptive authentications and myidm platform on daily basis.
Occasional business support trips to other sites in the business unit
Manages user access through myidM
Support business owned IT equipment (badge system, security system,)
Qualifications
5 years of experience, good understanding of IT infrastructure, End User Computing, PC, Security Tools, Compute, Network infrastructure
Result-driven, communicative person (Dutch/English) who can work independent / remotely from a manager
Strong teamwork-oriented and customer-oriented person with a supplier management experience (Basic level)
Establishes and maintains highly effective customer-focused working relationships with end-users, other Information Systems staff, vendors et