Job Title: Deskside Support
Location: Venlo, Netherlands (Venlo for 4 days in a week and OSS once in a week)
Language: Mandate Dutch language, English
Job Description:
Certification : A+ Hardware, Microsoft (preferred), ITIL (Preferred) , CCNA (preferred)
Hardware Support : PC (Desktop, Laptop), Tablet (Windows, Apple, Android), Printers (Network, Desk), Smart Phones, Desk Phones,
Video Conference Rooms Devices (Audio Video)
Tools : Windows OS, MS Office, O365, Mac OS (preferred)
Ticketing System : ServiceNow (IM, SRM, AMDB, CMDB, Knowledge Management)
Others : Excellent Communication soft skills (read, write speak)
Skillset:
Ability to perform On-Call Support during Off-Office hours (5:00 PM to 8:00 AM), Sat/Sun and Public Holiday in case of P1/P2 Ticket or any scheduled activity.
Travel to the Near By Site in case of a need
Work from Office on Daily (No WFH)
Ability to disconnect/reconnect computer workstations, peripherals, and phone equipment
Hands on experience with Imaging, reimaging Windows Operating system for Desktop, Laptops
Safely move equipment point to point using wheeled carts and vehicles
IMACD Asset Inventory experience
Follow ESD safety precautions to avoid electrostatic discharge or equipment damage.
Ability to follow documentation and knowledge articles to provision operating systems and software onto workstations and laptops, solve common issues.
Ability to use remote desktop connectivity applications
Working knowledge of imaging utilities such as Ghost, SCCM, etc
Delivery and setup of PC equipment to end-users.
Use trouble ticketing system to accept assignments, document work events, complete requests and verify customer satisfaction.
Ability to provision and Support wireless devices.(E.g. Blackberry, Android, and iPhone)
Demonstrated proficiency in Microsoft OS and Microsoft application.
Demonstrated proficiency for installation of desktop software and troubleshoot
Working knowledge of Microsoft Active Directory and GPO
Strong customer service skills
Strong troubleshooting skills
Significant, demonstrated experience with Microsoft Windows operating systems
o Clients: Windows 10, Windows 7, Windows Vista, Windows XP, Windows 2000, Windows 98
o Servers: 2012, 2008 r2, 2008, 2003, 2000
Functionally capable with Apple OS X
Advanced troubleshooting skills with hard drive encryption software
Advanced level skills in the Microsoft Office Suite:
o Word, Excel, PowerPoint, Outlook configuration issues with Exchange
Strong client-side remote access troubleshooting skills
Demonstrate strong skills supporting printers in an enterprise environment
Advanced knowledge of client-side management tools Microsoft Active Directory, GPO and Systems Center Configuration Manager (SCCM).
Strong proficiency in creating and referencing documentation and knowledge articles using Micron tools
Strong software installation and support skills
Disciplined, systematic problem solving skills required
The Technician need to have experience in IMACD tasks listed below
(IMACD = Install Move Add Change Dispose )
1) Troubleshoot and resolve End users IT issues in their PCs (Desktop, Desktop, Tablet), Mobile phones, Printers and Other IT Devices in users environment
2) Support Installations, Moves, Adds, Changes, Disposal (IMACDs) requirements.
3) Provide or oversee, as appropriate, all installations, de-installations, cascades, moves, adds and Changes for all EUC Equipment, Software, and related Services at designated Customer Sites;
4) Coordinate, plan, and schedule IMACDs with all affected IT functions (whether the function is included within the Services provided by Provider, as a Customer-retained function, or a Third Party); and
5) Coordinate all internal and external functions and activities to achieve high-quality execution of the IMACs, to meet Service Levels, and to minimize any operational interruption or business disturbance.
6) Recrate and document the processes to enable IMAC execution for each Software and/or Equipment Component, and obtain Customer''s approval for such processes and documentation;
7) Obtain from Customer a list of individuals authorized to approve IMAC and Project IMAC Service Requests, including specific approval and authorization required for IMACs that include Changes to Software. This list may change from time to time and should be updated on a regular basis;
8) Receive IMACD related Service Requests from Authorized Users and validate the IMAC request for correctness and proper authorization
9) Communicate with Authorized Users if there is any issue with an IMACD related Service Request and att