Field Service Support

Deskside / OSS / FSO technical support to Desktop PCs, Laptops, Tablets, Smart Phones, Desk telephony, AV equipment, Comms room devices/activities, desk cabling, Software installation and troubleshooting and any other related technology.

• Ability to travel to remote locations.
• Have own vehicle to drive to different locations and support end users.
• Accurately testing, identifying, preparing, repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone, Desk equipment, Cabling, Comms patching, Printers, MFDs, and basic network connectivity.
• Hands on role, expected to provide 2nd line IT support to the business community ensuring that all requirements are met within agreed service level agreement.
• Customer ticketing is worked upon to ensure the timely delivery of service, along with regular, professional user-facing updates.
• To provide infrastructure administration functions.
• Providing on-site cover as part of a shift arrangement.
• Support inline with contracted business working hours.
• Provide site support in remote offices when required.
• Troubleshooting and resolving software issues; OS Imaging/reimaging and associated systems administration activities.
• Taking ownership of issues through to resolution on all appropriate requests.
• Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
• Ensuring regular customer interaction to adhere with update SLA’s and high levels of customer service.
• Providing daily ticket updates to ensure users are fully updated on updates.
• Move equipment associated with service requests, inline with health and safety guidelines.
• Performing asset inventory activities as needed.
• End user training and guidance on the use of hardware and software.
• Recommends and/or performs upgrades to end user devices.

• Capable of installing, removing, maintaining, monitoring and inventorying vehicle technology.
• Must possess a diverse skill set that enables them to address a wide range of issues independently.
• Meet all Service Levels specified and be able to support and meet the requirements specified in the relevant Job Profile and/or their Contingent Person's Assignment.
• Capable of troubleshooting issues with an end‑user device, including all hardware, operating system, driver, or client application challenges.
• Capable of deploying or redeploying required OS images and builds (as well as, future images/builds) on compatible legacy hardware (Example: Win
  10, Win7, etc.).
• Capable of virtual desktop activities, such as capacity planning, monitoring, provisioning, image maintenance, persistent and non-persistent multisession tuning and management, cost optimization, incident management coordination with business owners.
• Capable of ensuring device health is monitored, reported and remediated (DEX).
• Capable of maintaining OS currency using established processes leveraging Service Rings.
• Capable of performing Routine Technology Health Checks and capable of providing in‑person services for items in the relevant service catalogue.
• Capable of performing semi‑annual tests, required remediation, and validation reports for the Code Blue emergency safety feature installed in vehicles, according to the Customer’s testing procedures provided to Supplier.
• 24x7 availability, to be provided for the duration of the Major Incident.
• Capable of offering remote and on‑site technical services (proactive and reactive) Smart Hands to the Customer and its associates.
• Capable of mobile devices support such as:
  Persona management, application access, device enrolment, OS maintenance and Device Firmware Updates (DFU).
• Possess the skills, qualifications, and experience necessary to perform the Contingent Person's Assignment Work to high professional standards.

• Optional but valuable certifications:
  Comptia A+, Itil Foundation, or equivalent hardware support certifications.