Project Title: Deskside Support Engineer (FR/NL)
We are looking for deskside engineers to provide support for the desktop environment including responsibility for deployment of Desktop/Laptop and when applicable physical server/network equipment installation, configuration, application installation, troubleshooting, incident and request handling.
Job Description:
- Provide Install Move Add Change (lMAC), Break-Fix and end user support activities as required.
- Where required, provide support for the Manufacturing “Shopfloor” handhelds, laptops, and scanner devices.
- Perform data collection/preservation activities as they relate to migrations and/or eDiscovery.
- Provide smart Hands and Feet support for Technology team on demand
- Rack and Stack Support for commissioning/decommissioning infra devices to be provided.
- Provide physical access to vendors on demand for site/Communication rooms – IDF/MDF/MMR and Data Center/Server room.
- Good Knowledge and experience in managing Power Shut Down maintenance activities which includes shutting down network devices and servers in Data Center
- Printer Management/usage monitoring and coordinate with Vendors to ensure print services continuity.
- Co-ordination for cable patching with Vendors or enable on demand.
- Ensure basic Network connectivity (LAN), Wi-Fi access / Video Tandberg / Printer/ Voice are available at site
- Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident reported by end users for IT devices and mobility support/management
- Installing and configuring hardware and software components to ensure usability by end users
- Manage IT Asset lifecycle management for the location/region including, asset collection coordination with vendor, secure storage, labelling, imaging, allocation, recovery, hygiene validation, disposal, and system updates
- Experience in supporting overall manufacturing / lab IT systems and IT devices
- Familiarity with manufacturing, lab or distribution Center IT equipment
- Includes but is not limited to scanners, printers (Zebra, etc..), rugged tablets, PCs attached to specialized test equipment, PCs used on the manufacturing line, etc.
- Advanced Troubleshooting / Problem Solving capabilities to narrow down root cause of incident
- Advanced communications skills to work with multiple teams and/or OEMs on high priority issues
- Advanced Microsoft skills (server support, etc.)
- Knowledge / Understanding of GMP and GxP
- Knowledge / Experience on working in a Clean Room environment and/or Manufacturing environment
- Strong focus on quality and attention to detail
MLL Sites Requirements:
- Safety training and proper PPE and/or Lab requirements always apply
- Understanding of GMP / GxP environment
- PCs / Servers cannot have any sort of maintenance or patching without approved change control windows
- No systems or devices should ever be rebooted without proper approvals
- Often MLL sites may have isolated networks
- Understanding of what critical support means during a P1 or P2 event (i.e. proactive support – spares, crash carts, etc.)
- Ensure best practices are followed and understood:
- 5S (LEAN) or similar methodology in IT rooms / Datacentre
- Requirements to enter a clean room
- Proper entry procedures, proper gear, etc.
- Safety protocol for moving IT equipment around the building (carts, trikes, push carts, etc.
Job Qualifications:
- Strong Analytic/Troubleshooting Skills.
- Strong Communication Skills.
- Strong understanding of MS Windows Operating Systems.
- Strong working knowledge of MS Office and basic business application.
- Strong Customer Support Skills.
- Minimum 2 years desk side support services.
- Basic knowledge of networks, telecom, and compute/storage.
- Advanced knowledge of MacOS & iOS environment & administration.
- Advanced understanding of the MacOS imaging & end-point deployment process.
- Basic understanding of policy, user certificates and keychains design, management, and deployment.
- Advanced knowledge of mobile device support.
- French or Dutch language.
Education:
- Diploma or degree in IT
- ITIL and/or any other additional certification preferred
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