Liaise with external or internal service providers when required to seek the commissioning, maintenance, and decommissioning of approved solutions.
Gain approval from either the local management of the IMT service owners or the IMT service owners themselves for implementing or changing any IT-related solution.
Follow IMT guidelines for technical matters, such as the Control Change Requests process.
Hardware support falls into three parts depending on the type of equipment: infrastructure, workplace, and personal equipment.
Coordinate delivery and pickup with Hardware service providers and local procurement of logistics services
Unpack and store or dispatch equipment to users or facilities
Stage or configure devices
Perform hands-on troubleshooting when required in coordination with backend engineers
Repair the defective part, where applicable
Perform Return Merchandise Authorization
Perform data backup and recovery
Change of printer's cartridges, removal of paper jams
Facilitate the destruction of legacy storage hardware where applicable.
Rack and un-rack equipment
Ensure end-to-end hardware connectivity of devices
Ensure an appropriate power supply to the active elements
Regular visual check on active elements in the server room, technical rooms and meeting rooms.
Maintain a pool of ICT equipment, including laptops, video conferencing equipment, cables, etc.
Coordinate with the relevant parties for the management of ICT Fixed Assets in compliance with client's internal processes.
Calculate safety stocks based on market conditions.
Initiate purchase orders in compliance with procurement guidelines to ensure in-time deliveries to meet forecasted demand for local IT equipment.
Keep track of dispatches or allocations to users or facilities of the various equipment
Strive to answer how-to questions and positively reinforce self-service tools published on the client's user guidelines
Perform troubleshooting of the issue, including isolation and root cause analysis, and break-fix where applicable.
Reroute misrouted incidents or request to the relevant IMT team
Escalate to IMT second-level support for the area(s) of expertise.
Provide limited support to specialized applications and tools.
Support Hybrid Meetings on Microsoft TEAMS, ZOOM and other platforms
Manage the AV equipment located throughout the Hub
Prepare and test AV equipment ahead of meetings happening in the Hub, and virtually
Qualifications
Bachelor's degree in computer science, engineering, systems analysis, or a related field, plus 5 years of relevant experience.
Minimum 3 years of relevant experience, including providing end-user support in a corporate environment.
Experience in providing first and second level IT applications support in international organizations, Global Call Centres or Service Desk environments.
Minimum 2 years of hands-on experience in organizing and supporting hybrid meetings with complex AV equipment.
Experience in the client's computing environment and prior experience in global shared services/ call centre is desirable.
Proven ability to coordinate, manage, lead and successfully deliver IT-business projects across geographical locations and organizational departments under intense pressure and complex emergencies.
Demonstrated capacity for strategic thinking with the ability to quickly comprehend strategic and tactical objectives and to formulate comprehensive plans to address challenges/risks.
Proven ability to successfully interact and negotiate with senior stakeholders at an international level.
Strong understanding of interdependencies between technology, operations and business needs.
Proven ability to build successful working relationships with internal and external customers and stakeholders and coordinate activities across multiple parties.
Capable of maintaining a high degree of effectiveness in a multi-tasking role, synthesizing information quickly, managing priorities, delivering with quality, and working to challenging timescales. High ability to work creatively and analytically in a problem-solving environment, demonstrating teamwork, innovation and excellence.
Excellent communication (both oral and written), problem-solving solving and analytical skills
Proactive, flexible, resourceful, and able to work independently with limited supervision.
Proven excellence in planning, coordination, and organization.
Expert knowledge in spoken and written English.
Basic knowledge of German is desirable, but not mandatory.