Desktop Network EUC IT Support

Overview

IT Field Services Technician – Job Description

Responsibilities

- Support of end user computing infrastructure including but not limited to desktops, laptops, monitors, printers, Skype/ MS Teams telephony, end user peripherals, and other devices that become available to enable similar capabilities.
- Provide touch services to support issues related to Wintel, Networking, Storage, Audio Visual System, Video Conferencing facilities and other devices that become available in the market to enable similar capabilities.
- Coordinate activities with other suppliers to resolve incidents or service requests.
- Provide support for controlled shutdown and activities that affect computer rooms.
- Provide support to other suppliers that maintain network attached printers and multi-function devices (MFDs).
- Assist with end user configuration of new MFDs or additional printing peripherals.
- Facilitate access for approved external personnel to site computer rooms that are subject to restricted access at company sites.
- Perform on site activities, including scheduled recurring activities requested by the company. These activities include, but are not limited to:

- Perform a site computer or server room physical and environmental checks.
- Reboot or power cycle of devices.
- Provide IT supplier escort or onsite assistance to support teams for incident diagnosis resolution or service request.
- Provide desktop related hardware and software break-fix and support.
- Diagnosis and correction of malfunctions and failures of equipment installed at the designated service location sites using designated support methods.
- Desktop assistance for supported software and hardware components including operating systems.
- 2nd line resolution of generic desktop application incidents including but not limited to operating system, Microsoft Office applications, email applications and desktop related internet issues.
- Hardware support – 1st level problem diagnosis for desktop and laptop hardware and associated peripherals where call cannot be confirmed as hardware failure by Service desk.
- Includes swap out of faulty components, using site stock available. Work with hardware maintenance and repair services as required for field based stock and specialized skills requirements.
- Limited printer support such as assistance on paper jams, changing consumables excluding paper.
- Diagnose and correct malfunctions and software failures for in-scope services.
- Onsite assistance for supported software components including operating systems related drivers to support approved peripherals and software applications.
- Develop relationships with site users, periodically meeting critical users.
- Identify incidents or situations requiring escalation, triggering formal escalation in accordance with the employer’s contract and in-scope services.
- Carry devices to the site to perform required swap outs / device replacements while receiving appropriate guidance from the technical support team.
- Carry valid employee ID proof or government issued ID proof while visiting client locations and completing induction for sites as required by customer.
- Maintaining vehicle or washing the windscreen to ensure that customer site’s safety requirements are met.
- Contribute to the Company Safety Guarantee including but not limited to conducting regular safety workplace interactions, participating in safety discussions and following all safety directives.
- General housekeeping tasks including but not limited to cleaning floors in the in-scope area, dusting surfaces, or organizing workspace areas.
- Being able to drive a manual transmission vehicle based on having a valid driving license to enable movement inside the client’s sites.
- Upon direction from the customer stakeholders, work over the weekend or on public holidays to remediate high priority incidents or requests.

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

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