Desktop Network EUC IT Support

Overview

This is a full time opportunity and hence candidates with full working rights in Australia need only apply

Responsibilities

- Workstation Management Services
- Mobile Device Management: MDM services and related services for iPhone, iPad, Android, Windows Phones and tablets, initial setup of app/software deployment
- Performing non-automated (manual) software install
- Installing peripheral or adding components to standard hardware systems
- IMACD (installs, moves, additions, changes and disposals); moving all systems and peripherals within or between customer locations within the same region
- Break-Fix services on all End User Device Hardware
- Disposing of standard systems and peripherals in accordance with customer Security Policies (CSA) and as requested by customer, including data deletion as necessary
- Coordinating with third parties for re-selling or return of assets and systems
- Changing existing configurations due to new employees, data transfers, or move to new PC hardware
- Helping Hands Support for Data Centre Network and Telephony devices
- Helping Hands Support for Data Centre Devices
- VIP User Support
- Collaboration services, including Telephony (Analog and Digital) and conference room support
- Workstation Image, Software Packaging (e.g., Citrix and VDI), Software Deployment, antivirus software installation and configuration
- Asset management
- Acknowledgment of service incidents as per defined SLA
- Handling Service Requests created by customer users via service desk support operation
- Handling P1 & P2 incidents as per the defined SLA
- Coordinating with customer support for P1 & P2 incidents
- Incident updates in accordance with the incident management process
- SUB Engineer will NOT perform any task or enter a secured premise without proper authority
- SUB Engineer will attend the customer Location within the defined SLA of the priority of the incident
- SUB will provide customer updated asset information for purposes of updating the configuration management database
- SUB to ensure SUB Engineers are equipped to perform the job as necessary to perform the services of the SOW
- Data Integrity: All devices used for data backup and restore should be cleaned/wiped; updates to ticket
- Disposal – SUB to take care of data wipe based on customer procedure
- SUB will be responsible for installing customer Gold Image as needed
- Keeping track of serial number, model and vendor information of all physical devices
- Keeping track of physical device locations
- Server, Network, Storage and Backup device restart (planned or unplanned)
- Power Unit/UPS availability for Server, Rack, Switch, Router, Firewall (other networking devices), Storage and Backup devices
- Any change in cabling within the data center
- Internal cabinet wiring; on-demand cabling within the data center
- Power reset of all physical devices
- Server, HBA Card reseat
- HBA and SFP addition, removal and replacement
- HDD or SSD addition, removal, reseating and SPS replacement
- Any parts replacement of Server, Network, Storage and Backup devices
- Escort services for OEM (Cisco/HP/VCE) and authorized data center visitors
- Password reset/accessibility check for remote tools (ILO, KVM solutions, etc.)
- Power supply checks, advance risk analysis
- Server Network Cable and HBA cable checks
- Console/terminal access of all physical devices over WebEx for troubleshooting
- On-demand hardware customization during priority incidents
- Analyze and declare if it is a hardware failure while working on incidents
- Joining conference calls with technical teams and vendors during priority incident troubleshooting
- Server Movement from one rack to another
- Server Movement from one chassis to another; analyze and provide necessary information to vendor for new server, chassis and rack installation
- Providing escort services to vendors for new installations
- Use of data center staging area
- Proper placement of disposals and follow data center standard guidelines
- Coordination with technical teams from customer or vendor during planned migration/upgrade of Configuration Items
- Managing internal and external data center access
- Providing support and guidance to visitors during data center tours
- Able to take control of network device consoles
- Able to perform first level troubleshooting (e.g., ping, tracert, cabling types, fiber types, fiber patch cords and connectors)
- Able to trace LAN cables
- Crimping, cable testing, fiber cable replacement
- Knowledge about fiber patch cords
- Able to know rack sizing information and device installation in network racks
- Able to configure IP addresses on network devices
- Knowledge about basic Cisco commands
- Knowledge about raw power and UPS power health checks (high level)
- Provide updates to customer on each activity at client locations
- Physical changes in rack, cabling and networking devices
- Coordinate with service providers for WAN and Internet issues
- IMACD activities – Install, Move, Add, Change and Dispose on network devices like routers, switches, firewalls, and access points at remote sites
- Support Break/Fix emergency changes due to service disruption
- Should know the local language to communicate with customer or service provider; also good in communicating in English with client-level 2 tech over the phone

About the Employer

We are EIL Global, a company providing IT services in Asia Pacific and EMEA across various technologies such as desktops, servers, networks and data center technologies. We are headquartered in Adelaide, Australia and have clients and offices across Asia Pacific & EMEA locations.

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