IT Support
- 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.