Field IT Support Engineer
Location - Ireland
Onsite Dispatch Support
SkySys is seeking resources to help assist with Field Services Support in the following areas:
1. Desktop/End User Support
2. Smart Hands & Feet / Data Center Support
Summary
The Senior Workplace Engineer is a senior-level position responsible for providing second-line support to users of IT systems and applications. The workplace engineering team is the "face of IT,” and their ability to deliver a friendly, effective, and responsive service directly impacts the perception of technology within the user estate.
The role's responsibilities include resolving complex technical issues, providing training and support to junior peers, and developing and implementing new processes and procedures.
Key Responsibilities
Workplace Services – Dispatch Support Services
1. The dispatch support service enables resolution at the end user's locations for incidents, problems, changes, queries, fulfillment of hard IMACDs, and stock management to support break-fix across all tower services and smart hands activities.
2. Remote sites and home workers will be serviced via Field Services Third Party by the Next Business Day of the day when the incident is reported.
3. The service supports approved and provisioned devices and services delivered to the end user through physical on-site interaction.
4. The service provides limited support to end user devices that are not provisioned but are used by the end user to access or conduct their work (e.g., end user bring your own device (BYOD)). Limited support extends to services not defined but which are technical in nature and aligned to the skill set of an on-site support engineer (e.g., projectors, fax machines, printers).
5. The Supplier shall conduct the following activities (not exhaustive):
1. Responsible for dispatching the appropriate on-site support specialist for each request that cannot be resolved by the service desk, third party, or resolver group remotely.
2. Support the service desk in scheduling on-site visits for incident resolution of IMACD requests.
3. Support VIP services based on agreed events (e.g., board meeting, on a service request basis).
4. Receive and sign for parts or equipment deliveries dispatched at the request of a third-party supplier or in support of on-site stock management.
5. Support break-fix activities through whole swap of supported devices (e.g., desktop, laptop) or swappable components (e.g., hard-disk, battery, CD/DVD device, LAN device) from on-site stock.
6. Manage the warranty claim process with the respective third-party supplier(s).
7. Execute IMACD requests where these have not been scheduled by the service desk or where end user availability requires re-scheduling.
8. Provide coordination of location-oriented activities in line with service desk and FS Wipro Lead coordination of back-end/remote activities using a 'one touch' principle.
9. Update the CMDB and ITSM toolset using the agreed processes, with respect to progress and completion of an assigned ticket.
10. Manage on-site stock, ensuring an adequate level of spares, parts, and consumables is maintained.
Workplace Services – Smart Hands
1. Deliver smart hands management services to facilitate the smooth operation and maintenance of the services.
2. Report on the status of equipment, including lights on and status or color of lights, cables connected, and condition of cables.
3. Perform power cycle of equipment on request, including hard and soft power resets.
4. Undertake any basic tasks required under the direction of Supplier or any third-party supplier.
5. Support end-point devices for IP telephony or video conferencing systems.
6. Perform patching between structured cabling and active network equipment.
7. Manage removable media and prepare it for safe transportation.
8. Provide information and assistance to facilitate root cause analysis and incident or problem resolution.
Workplace Services – On-Site Stock Management
1. Work with third-party suppliers to receive spare parts and peripherals to maintain stock levels.
2. Maintain an inventory of current stock levels considering the likely demand.
3. Leverage incumbent logistics services for the delivery and receipt of outbound/inbound stock.
4. Work with third-party suppliers to securely dispose of assets as required.
5. Provide a secure storage room for stock equipment with limited and controllable access.
6. Review any failed deliveries, investigate, and take appropriate action.
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