Job Role: IT Desktop Support Engineer
Job Types: Permanent Employment
Schedule: Monday to Friday
Language Mandatory: Germany B2, English
ABOUT US: -
Total IT Global is a leading IT infrastructure services provider offering holistic vendor agnostic hardware and managed service solutions globally. We work closely with our customers and undertake full accountability of their goals by providing end to end support at every stage of the IT hardware lifecycle i.e., from consulting, procurement, maintenance support all the way to Green Disposal and data destruction – all under one roof. With ‘Nimble’, ‘Holistic’ and ‘Innovative’ as our core competencies, Total IT Global propagates agility and delivers service excellence to our customers comprising Global Multi-National Companies across more than 128 countries worldwide.
Our URL: - https://totalitglobal.com/
JOB DESCRIPTION: -
- IT Support engineer will provide support to all company provided Laptops, Desktops, I-Pads, Tablets, Phones (IOS & Android) through dedicated & dispatch model. BYOD (Bring Your Own Device) is to be supported on best effort basis only.
- Engineer will provide support to IT equipment used at Industry/manufacturing sites.
- Engineer will provide support for all printers & Scanners (both networked & standalone) & coordinate with the OEM vendor for all major issues that cannot be resolved by the engineer. Installation of printer drivers, Physical paper jam, Print Logic, cartridge replacement for all printer at the site.
- Engineer will support hardware refresh activities as and when required.
- Engineer will own & drive the new hire program (limited to hardware allocation, configuration, software installation & updating CMDB) at all sites. Provide basic IT briefing to the new hire & guide them on how to reach out to IT support as per the company’s process and the shared client SOPs at both dedicated & dispatch sites.
- Engineer will own the part off offboarding process, that is collecting the hardware from the user on his/her last working day. Follow the HR guidelines for any legal hold issues. Update the inventory stock once the hardware is collected.
- Engineer will support change management related activities for BAU & Project at all sites (Network & ZOOM related activities – H&F)
- Engineer will assist the user with data backup as per company’s data policy. engineer will not be responsible for any end user data loss.
- Personal based support for all VIP & VVIP, high standard support is expected & effective escalations for quick resolution.
- Engineer to participate on all major incident/change/problem tickets as and when required.
- Engineer to own & drive hardware asset stock details (laptops, desktop, monitors, scanners, printers & all other IT peripherals). Monthly reports to be shared on available stock vs consumed stock. Identify & escalate low hardware stocks to company at sites & in timely manner to avoid hardware scarcity.
- Engineer will coordinate with the OEM vendor for all in warranty hardware (Laptops, Desktops, standalone printers, scanners etc.) repairs & part replacement. engineers will not replace or open the devices that are in warranty.
- Engineer will coordinate with third party vendors (for laptops, mobile phones, printers, scanners & other peripherals) as per the client SOPs and courier services to be provided by Client. Example: Sending devices like mobile devices to vendors for break fix issues and coordinating the same.
- Engineer will coordinate with the vendor for disposal of EOL system (Desktop, Laptop, IT peripherals, Desk phones, Mobile phones, Printers etc.). Including powering off and/or unplugging network device & servers at the datacenters.
- Engineer will own & drive all imaging & re-imaging issue on all desktop & laptops. Also participate & provide feedback to EUC team in image testing & image building.
- Engineer will support all IMACD requests at all sites.
- Engineer will assist end users with application installation of both packaged & non packaged. Only company authorized applications will be installed unless there are exceptional approvals from company.
- Engineer will provide hands & feet support during major outages during office hours & out of office hours & at both dedicated & dispatch sites. As per the agreed T&M and out of support hour pricing
- Engineers will participate in all BCP/DR (Business continuity program/Disaster Recovery) drills both planned & unplanned.
- Engineer shall leverage Digi lockers, Vending machines and Video Kiosks if available at any site.
Job Types: Full-time, Permanent
Salary: 3,500.00€ - 4,200.00€ per month
Application Question(s):
- Are you German/EU Citizen?
Experience:
- Desktop Support: 1 year (Required)
- SCCM: 1 year (Required)
Language:
- German B2 (Required)
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