Technician II

Job Title

Cabling Data Center Desktop Support GSMC Hardware Asset Management, Provisioning Logistics Managed Print Services (MPS) Network Operations Support Output and Imaging Support Mobile Devices

• Install and configure PCs with WBG computer image for WBG staff within mandated SLA

• Deliver and install provisioned equipment at user location, and perform basic installation and troubleshooting when required

• Ensure Service Level Agreement is maintained when providing service to clients

• Ship PC equipment to country offices when required

• Ensure work environment is maintained (clean, organized, and safe)

• Ensure backup, recover and data restoration for workstations

• Troubleshoot level 3 issues of the WBG Print environment, covering all MFDs in all WBG buildings

• Coordinate with WBG Print vendor to ensure compliance of all SLA based tasks, including troubleshooting of issues, upgrades, moves, and maintenance of all MFDs

• Provide expert level resource for life cycle maintenance of WBG Print environment including administration, asset management, troubleshooting, patching, documentation, delivery, and installation of MFDs

• Resolve problems through troubleshooting, root cause analysis, documentation, training, and direct assistance

• Implement OS and Application best practices around configuration, performance, and security

• Work with support all Bank IT vendors and coordinate for the vendor support

• Update the vendor contact details on a regular basis

• Respond to IT support requests from clients as related to hardware and software issues via multiple sources, such as phone calls, emails, and referred tickets

• Provide on-the-spot training to clients

• Configure and install computer equipment, peripheral equipment, and other personal computing devices

• Troubleshoot and diagnose escalated problems by evaluating multiple options using checklists and guides

• Ensure compliance with IT policies, data consistency, as well as inventory management and reporting

• Maintain an accurate inventory of all IT equipment and software

• Act as department's hardware and software asset custodian and ensure equipment and licensed software are tracked and maintained in line with current policies and procedures

• Participate in project implementation and deployment efforts with team members, clients, and other IT groups

• Setup video conferences, audio-visual equipment, and other devices for events, provide support for those

• Provide basic mobility support on iOS and Android smartphones and tablets

• Perform Active Directory related functions (e.g. create and update access permissions)

• Ensure that Bank information and systems are protected in a manner consistent with Bank information security policy, procedures, and standards

• Monitor the IT Infrastructure (Servers, Applications, Database, Services and URLs and Bank's Networks (LAN and WAN)) to the Bank HQ and Country Offices (CO)

• Proactively review service indicators in order to ensure adherence to service levels

• Report and respond to critical events and take corrective measures, per defined incident management processes

• Create incident tickets and notify and transfer ticket to appropriate teams

• Escalate the problem promptly to ensure high availability

• Perform and follow incident management process

• Contact and assist the appropriate groups in resolving issues

• Support and collaborate with the Network Operations Center (NOC) and/or other technical support personnel—both internal and external (e.g., vendors)—to offer fast resolution for all issues

• Produce and publish various reports on a regular basis (e.g., daily, weekly, monthly)

• Provide 1st Level and 2nd level network and communication link infrastructure support to the World Bank engineers, HQ IT, and Country Offices (CO)

• Perform 1st and 2nd level troubleshooting of the Bank's IP Network and Global Communications networks, including all aspects of the network infrastructure (switches, routers, specialized servers), as well as communication links infrastructure (VSAT, MPLS, IPL, Internet2, etc.)

• Work and coordinate with technical support personnel, both internal and third-party vendors, to…