Responsibility of / Expectations from the Role 1Provides second-line investigation and diagnosis2Resolves and closes incidents / service requests as per help desk procedures & allocated timelines 3Escalates unresolved incidents / service requests within agreed timescales4Logs relevant incident / service request details as per process5Communicates with client regarding incident progress6Ensures tickets are updated at all times until issues are resolved7Complies with Quality Health Safety Environment (QHSE) and IT policies8Liaises with clients, IT support groups and 3rd party providers when necessary9Performs staging of PCs10Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).
11Conducts hardware and software maintenance and support12Assists with Site Security Officer (SSO) on IT security issues and virus elimination13Assists Server Team & network team whenever touch support is required onsite for servers in local server rooms or NW devices at site.
14Special events coverage, meeting room & VCON & voice devices support15Local network support and / or assists centralized Network team16Manage the life cycle of hardware, including installation or replacement of back office equipment such as network hardware (routers, switches, wifi controller, wifi Aps)17Network cable and fiber management for circuit installation.
Network hardware checks and reboots (including on-demand)18Escort service / maintenance providers to server rooms, IDFs or MDFs, office areas or any location to replace equipment, including off-hours when maintenance is required 19Activities such as moving and setting up cables, hardware etc20Help 3rd parties with troubleshooting within SLA by providing hands and feet support (power checks, visual checks, basic troubleshooting -)21Maintain access lists and manage logbooks22Ensure off-hours presence in case of scheduled maintenance23Collaborate with local site partners to maintain the following systems : Fire detection and suppressionPower (Uninterruptible Power Supply (UPS), generators, Automatic Transfer Switch (ATS), Power Distribution Unit (PDU)), and cooling (temperature and humidity)Physical access, e.
g. badges, PIN or biometric24Receive, rack and power Server hardware and install basic configuration if needed25Maintain and update server room, network cabinets and office areas cabling within server rooms, including cables, fibers and power delivery management26Maintain inventories, room layout and assets list for server & NW hardware27Manage decommissions, disposals and transfers of hardware and server rooms and trade in returns to vendors28Manage tape backup and handling