Desktop Network EUC IT Support Job Description
This is a full-time opportunity and hence candidates with full working rights in Australia need only apply.
Job Responsibilities:
1. Manage Workstation Services
2. Provide Mobile Device Management services, including MDM services for iPhone, iPad, Android, Windows Phones and tablets, Initial setup of app/software deployment.
3. Perform non-automated (manual) software installation
4. Install peripheral or add component to standard hardware system
5. Perform IMACD (installs, moves, additions, changes and disposals); move all systems and peripherals within or between customer locations within the same region.
6. Provide Break-Fix services on all End User Device Hardware
7. Dispose of standard systems and peripherals in accordance with customer Security Policies (CSA), and as requested by customer, including deleting any and all data on all Equipment; coordinate with third party for re-selling or return of assets and systems.
8. Change existing configurations, including as a result of new employees, Data Transfers, or move to new PC hardware
9. Support Helping Hands for Data Centre Network and Telephony devices
10. Support Helping Hands for Data Centre Devices
11. Provide VIP User Support
12. Collaborate on services, including but not limited to Telephony (Analog and Digital) and conference room support
13. Provide Workstation Image, Software Packaging e.g. Citrix and VDI, Software Deployment, antivirus software installation and configuration
14. Manage Assets
15. Acknowledge service incident as per defined SLA
16. Handle Service Requests created by customer users via service desk support operation
17. Handle P1 & P2 incidents as per the defined SLA
18. Coordinate with customer support for P1 & P2 incidents
19. Update incident information in accordance with the incident management process
20. The SUB Engineer will NOT perform any task or enter a secured premise without proper authority
21. The SUB Engineer will attend the customer Location within the defined SLA of the priority of the incident
22. Update customer asset information for purposes of updating the configuration management database
23. Maintain Data Integrity: All device used for data back-up and restore should be cleaned / wiped-off. Confirm and update in the ticket
24. Dispose of - SUB to take care of data wipe based on procedure provided by customer
25. Install customer Gold Image as needed
26. Support Helping Hands for Data Centre Networks
27. Track serial number, model and vendor information of all physical devices
28. Track physical device locations
29. Restart Server, Network, Storage and Backup devices (planned or unplanned)
30. PDU/UPS availability for Server, Rack, Switch, Router, Firewall (other networking devices), Storage and Backup devices
31. Modify Cabling within the datacenter. Cable in out and Change
32. Internal Cabinet wiring. On-demand cabling within the Datacenter
33. Power reset of all physical devices by unplugging the power cord and plugging in back
34. Server, HBA Card re-seat
35. HBA and SFP addition, removal and replacement
36. HDD or SSD addition, removal, re-seating and SPS replacement
37. Replace parts of Server, Network, Storage and Backup devices
38. Escort services for OEM (Cisco/HP/VCE) and authorized datacenter visitors
39. Password reset/accessibility Check for remote tools (ILO, KVM solutions etc...)
40. Check Power supply, advance risk analysis
41. Server Network Cable and HBA cable check
42. Console, terminal access of all physical devices over WebEx for troubleshooting issues
43. On-demand hardware customization during priority incidents
44. Analyze and declare if it is a hardware failure while working on incidents
45. Join conference call with technical teams and vendor while troubleshooting a priority incident
46. Move Server from One rack to another
47. Move Server from One chassis to another; Analyze and provide necessary information to vendor for new Server, Chassis and Rack installation
48. Provide escort services to Vendors for new Installations
49. Make use of Datacenter staging area
50. Proper placement of disposals and follow Datacenter standard guidelines
51. Coordinate with technical teams from customer or vendor during planned migration/upgrade of Configuration Items
52. Manage internal and external Datacenter access
53. Provide support and guidance to the visitors during Datacenter tour
54. Able to take the Console of Network devices, Wireless Access Points (so he knows the necessary settings on his Laptop/System)
55. Able to perform First level Troubleshooting (Like- Ping, tracert, types of Cables, types Of Fibers, Fiber Patch cords & Connectors)
56. Able to trace the LAN cables from the bunch of Cables
57. Crimping, Cable testing, Fiber cable replacement
58. Knowledge about the Fiber patch cords
59. Able to know about Rack Sizing Information, device installation in Network rack (In case Hardware replacement)
60. Able to configure the IP address to Network Devices
61. Knowledge about the basic Cisco Commands
62. Knowledge about the raw & UPS Power, UPS Power health check-up (A very High Level)
63. Update customer of each activity at client Locations
64. Physically change in rack, cabling & Networking devices
65. Coordinate with Service Providers for any WAN and Internet issues
66. IMACD Activities – Install, Move, Add, Change and Dispose on Network devices like Routers, Switches, and Firewall & Access Points at the Remote Sites
67. Support Break/Fix emergency changes which occurred due to service disruption
68. Able to communicate in local language to communicate with customer or service provider. Also, able to communicate in English with client level 2 tech over the phone
Requirements:
* Full-time working rights in Australia
* Ability to manage Workstation Services
* Ability to provide Mobile Device Management services
* Basic understanding of server maintenance and management
* Strong analytical skills
* Able to work in team environment
* Good communication and interpersonal skills
* Able to handle multiple tasks and priorities simultaneously
* Able to maintain accurate records and reports
* Able to handle confidential and sensitive information
* Highly organized and efficient
* Quick learner and adaptable
* Able to travel to different locations
* Able to lift heavy equipment
* Able to pass background checks
Benefits:
* Opportunity to work with a leading organization
* Competitive salary package
* Opportunities for career advancement
* Professional development opportunities
* Recognition and reward for outstanding performance
* Access to state-of-the-art technology and equipment
* Collaborative and dynamic work environment
* Employee wellness programs
How to Apply:
Please submit your resume and cover letter outlining your relevant experience and qualifications for this role.