Deskside Technician
Omni Inclusive
Deskside Technician (Onsite Field Support) Job Description:
- Deliver onsite and remote support for end users, resolving incidents relating to EUC equipment including desktops, laptops, peripherals, and mobile devices.
- Provide Break/Fix support, troubleshooting, and issue resolution for hardware and software failures.
- Initiate and manage the creation of tickets for each reported issue, ensuring that all incidents are accurately logged and tracked through resolution.
- Conduct pre-installation and site surveys in alignment with requirements for network connectivity, power, and coordination with third-party suppliers.
- Perform IMACD (Install, Move, Add, Change, Dispose) hardware and software operations as per service requests.
- Carry out asset refresh activities and manage the disposal of hardware in accordance with company policies.
- Issue loaner devices or software for repairs or in cases of lost/stolen equipment, including data backup and recovery.
- Coordinate and manage warranty repairs with hardware vendors and facilitate IT equipment returns under asset management guidelines (including legal hold PCs).
- Assist users by providing support through SmartHubs installed at designated sites, ensuring seamless access to remote troubleshooting and device assistance.
- Perform proactive PC health checks using prescribed tools, addressing performance or hardware issues during field visits.
- Document and update knowledge base & runbooks.
- Support conference room technology by conducting weekly checks and resolving identified issues proactively.
- Assist with IT equipment setup, testing, and support during events, ensuring readiness and functionality of all required devices.
- Manage IT equipment disposals and coordinate with preferred suppliers for proper decommissioning and recycling.
- Document and maintain accurate records of all activities, site visits, and incident resolutions in the approved ITSM tool.
- Assist users with activities including but not limited to IT equipment moves, peripheral installation and configuration, onboarding and offboarding requirements
- Comply with company practices, guidelines, and security requirements at all times, maintaining professionalism onsite.
- Engage in continuous improvement initiatives to optimize field support delivery and enhance end user satisfaction.
- Coordinate with specialized IT teams for escalations and advanced technical support
- Forward unresolved tickets to the relevant specialized teams for escalation when issues cannot be resolved by Deskside support.
Vacancy posted 2 days ago
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