- Ability to work within multiple sites. This includes the ability to travel to different sites as necessary or required by the customer.
- Physically fit to walk through large areas.
- Ability to work after hours and weekends if necessary or required by the customer.
- Knowledge using ServiceNow as the ticketing tool.
- Provide technical assistance and support, and resolve problems related to the use of computer hardware and software for end users.
- Analyze, resolve, respond to, and document end user inquiries.
- Install desktop/Laptop, printers/scanners, and other peripheral softwares using approved tools.
- Troubleshoot operating system issue. connection issues with LAN/WAN.
- Update tickets with accurate and timely records of work performed, and resolution detail
- Maintain and contribute to a knowledge base.
- Coordinate hardware warranty repair.
- Perform inventory management activities as required in coordination with asset management and other Corporate groups.
- Escalate to 3rd party vendors when necessary
- Responsible for raising and coordinating problem management issues
- Perform additional tasks (end user/infra related) when required Strong understanding and skills in SLA, KPI Management.
- Provide technical support stationed at the site who can quickly respond to problems that may arise within data center/computer/server rooms which need physical handling.
- In contrast to certified technicians, they are not necessarily trained nor duly recognized to specialize in a specific technology.
- Can handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specialize in different products and categories.
- Receives instructions from certified technicians and project managers to troubleshoot advanced issues.
- Provide on-site, operational support service for remote management, installation and troubleshooting of data center equipment.
- Primary responsibility to manage End User related incidents and requests.
- Go to person for all plant IT related requests (Password resets, access etc. specific to plants).
- Handles all User related IT requests (IMAC, Break fix, Refresh etc.).
- Responsible for managing IT Assets, Inventory and Stock Room management.
- Responsible for Asset tagging, Inventory update in C MDB.
- Handheld scanners/High-jump scanners config and support.
- Responsible for Preventive maintenance checks on all handhelds (scanners etc).
- Radio configuration & support.
- Shipping and Receiving assets requiring repair from OEM (Scanners, Handhelds, etc.)
- Responsible for in scope Production devices installation, reset, adding to network etc.(Terminal systems, Handhelds etc.)
- Thin client configuration and support, Apps on iPads.
- Responsible for Printer Coordination Services and single point of contact to handle.
- L1 Printer issues, requirement to have AS400 knowledge to handle production printers.
- Provide Touch Support / Smart hands Support to verify functionality or testing
- Monitors PRTG tool for plant network devices.
- Coordinate with the Critical facilities team for Power related work.
- Coordinate with 3rd Party vendors for installation/ fixtures for non-IT request (Henderson, OneNeck , C&W etc.).
- Vendor escort or co ordination (mostly for network cab work, data center work, etc.) - (e.g., ATT, OEMs).
- Act as backup for locations where L3 presence is limited and there is a need for backup during production additions or OOO situations.
- Elevated skill set up to L2.5 to provide backup support for L3 resources as needed
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L2 Deskside Support Engineer - Portland, United States - Tata Consultancy Services
