About This Role
This on-site role focuses on providing excellent customer experience for IT infrastructure equipment and end-user computers across EMEA. The administrator will deliver support that exceeds customer expectations, communicating clearly with customers, colleagues, and management. The role requires strong technical skills and an understanding of the client site, environment, technology, and culture.
Responsibilities
- Perform timely resolution of workstations, mobile, hardware, and software problems within SLAs through effective use of experience, knowledge, and technical resources via a ticketing system
- Take ownership, leadership, communication, and liaison with key contacts in other resolver groups to ensure the right action is taken to resolve any issues/tasks
- Follow all processes for use of IT systems, document all actions and activities performed on IT equipment
- Act autonomously, self-motivated, and with limited support and supervision (On-Call services)
- Conform to international key IT processes such as support, change, and asset management (ITIL®)
- Work on customer site, be flexible for traveling to other sites on demand
- Provide break-fix and support in a Microsoft environment for laptops, desktops, tablets, and associated hardware, software, and peripherals including operating systems, base-loaded software, Office suite, and other business applications, as well as mobility devices (Android/iOS - iPhone/iPads)
- Image/re-image end-user IT devices according to client IT security policies and procedures
- Provide IT infrastructure equipment support including large-scale office moves and re-stack activities, which includes printers and MFDs (Multi-Function Displays)
- Provide smart hands and eyes support for servers, network equipment, and security devices on site locations, as per client or HCL policies and procedures, including access-related issues with smart cards, passwords, and security applications (Home Office users)
- Coordinate with vendors/contractors for provision of end-user support (e.g., hardware repair, replacement, intervention)
- Provide accurate and timely logging of customer incidents and tasks to meet contractual SLAs (Service Level Agreement)
- Support and/or participate in outside of support HCL and/or client projects as requested
- Manage CMDB (Configuration Management Database) assignment, configuration, retirement, and disposal records, provide proper maintenance of asset information, utilization of devices, replacement according to customer lifecycle, asset health, and operational constraints
- Provide IT support for on-site and/or off-site events and meetings
- Provide on-call support outside business hours, provide IT support for disaster recovery and emergency response service
- Provide reports as requested by HCL and/or the final customer
