This is a full time opportunity and hence candidates with full working rights in Australia need only apply.
Overview
Job Description:
Responsibilities
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; installing peripherals or adding components to standard hardware systems
IMACD (Install, Move, Add, Change and Dispose); moving all systems and peripherals within or between customer locations within the same region
Break-Fix services on all End User Device Hardware
Disposal of standard systems and peripherals in accordance with customer Security Policies (CSA), including data wipe as required; coordinating with third parties for re-selling or return of assets
Changing existing configurations due to new employees, data transfers, or migration 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 Telephony (Analog and Digital) and conference room support
Workstation image and software packaging (e.g., Citrix and VDI), software deployment, antivirus software installation and configuration
Asset management
Acknowledgment of service incidents 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 updating the configuration management database
SUB to ensure engineers are equipped to perform the services of the SOW
Data Integrity: All devices used for data back-up and restore should be cleaned / wiped; this should be confirmed and updated in ticket
Disposal – SUB to perform data wipe as per customer procedure
SUB is responsible for installing customer Gold Image as needed
Helping Hands support for Data Centre Networks
Keeping track of serial numbers, 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 and other networking devices
Any change in cabling within the datacenter; on-demand cabling within the datacenter; internal cabinet wiring
Power reset of devices; server and network device maintenance (e.g., HBA/SFP changes, HDD/SSD changes, SPS replacement)
Parts replacement of Server, Network, Storage and Backup devices
Escort services for OEMs (Cisco/HP/VCE) and authorized datacenter visitors
Password reset/accessibility checks for remote tools (ILO, KVM solutions, etc.)
Power supply checks and high-level risk analysis
Server network cable and HBA cable checks; console access of network devices over WebEx for troubleshooting
On-demand hardware customization during priority incidents; assess and declare hardware failure when troubleshooting
Join conference calls with technical teams and vendors during priority incidents
Server movement between racks and chassis; provide information to vendors for new server, chassis and rack installations
Provide escort services to vendors for new installations; utilize datacenter staging area
Proper disposal placement following Datacenter standards
Coordinate with customer or vendor teams during planned migration/upgrade of configuration items
Manage internal and external Datacenter access; provide support and guidance to visitors during Datacenter tours
Able to operate Console of Network devices and Wireless Access Points; basic troubleshooting (ping, tracert, cables, fiber types and connectors)
Able to trace LAN cables and perform crimping, cable testing, and fiber cable replacement
Knowledge about fiber patch cords; rack sizing and device installation in network racks
Able to configure IP addresses on network devices; basic Cisco commands
Knowledge about power and UPS health checks (high level)
Provide updates to the customer on each activity at client locations
Physical changes in racks, cabling and networking devices
Coordinate with service providers for any WAN and Internet issues
IMACD Activities – Install, Move, Add, Change and Dispose on network devices like routers, switches, firewalls and access points at remote sites
Support Break/Fix emergency changes due to service disruption
Should know the local language to communicate with customers or service providers; good in English for client-level 2 tech over the phone
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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