Deskside Support Technician

1 month ago

Lidcombe, Australia Iron Systems Full time
Resources should have worked on below: 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; and installing peripheral or add component to standard hardware system; 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 as necessary to delete any and all data on all Equipment; and Coordinating with third party for re-selling or return of assets and systems. Changing existing configurations, including as a result of 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 but not limited to 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 incident 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. The 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 make sure that SUB Engineers are equipped enough to perform the job they are expected to do as necessary to perform the services of the SOW. Data Integrity: All device used for data back-up and restore should be cleaned / wiped-off. Same should be confirmed and updated in ticket Disposal –SUB to take care of data wipe based on procedure provided by customer. SUB will be responsible for installing customer Gold Image as needed. HELPING HANDS SUPPORT FOR DATA CENTRE NETWORKS 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 datacenter. Cable in out and Change Internal Cabinet wiring. On-demand cabling within the Datacenter. Power reset of all physical devices by unplugging the power cord and plugging in back. Server, HBA Card re- seat HBA and SFP addition, removal and replacement. HDD or SSD addition, removal, re-seating and SPS replacement. Any parts replacement of Server, Network, Storage and Backup devices. Escort services for OEM (Cisco/HP/VCE) and authorized datacenter visitors. Password reset/accessibility Check for remote tools (ILO, KVM solutions etc...) Power supply checks, advance risk analysis. Server Network Cable and HBA cable check. Console, terminal access of all physical devices over WebEx for troubleshooting issues. On-demand hardware customization during priority incidents. Analyze and declare if it is a hardware failure while working on incidents. Joining conference call with technical teams and vendor while troubleshooting a priority incident. 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. Make use of Datacenter staging area. Proper placement of disposals and follow Datacenter standard guidelines. Coordination with technical teams from customer or vendor during planned migration/upgrade of Configuration Items. Managing internal and external Datacenter access. Providing support and guidance to the visitors during Datacenter tour. Able to take the Console of Network devices, Wireless Access Points (so he knows the necessary settings on his Laptop/System) Able to perform First level Troubleshooting (Like- Ping, tracert, types of Cables, types Of Fibers, Fiber Patch cords & Connectors Able to trace the LAN cables from the bunch of Cables Crimping, Cable testing, Fiber cable replacement. Knowledge about the Fiber patch cords. Able to know about Rack Sizing Information, device installation in Network rack (In case Hardware replacement) Able to configure the IP address to Network Devices Knowledge about the basic Cisco Commands. Knowledge about the raw & UPS Power, UPS Power health check-up (A very High Level) Provide the update to customer of each activity at client Locations. Physically changes in rack, cabling & Networking devices. Co-ordinate with Service Providers for any WAN and Internet issues. IMACD Activities – Install, Move, Add, Change and Dispose on Network devices like Routers, Switches, and Firewall & Access Points at the Remote Sites. To support Break/Fix emergency changes which occurred due to service disruption. Should know the local language to communicate with customer or service provider. Also, should be good in communicating in English with client level 2 tech over the phone.

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