End User Support Specialist

Freelancers are encouraged to apply.

JOB DESCRIPTION

Key Responsibilities

· Field Service Partner resources are expected to be Bilingual and should have the ability to read, write and speak in the local language of the site being supported as well as English to communicate with the Internal Teams

· Providing Field Service Support at the specified location within the committed service levels ensuring customer satisfaction

· Empathy, Accountability, Punctual, Passion for customer service/experience, Integrity, Good listener, Strong Communicator (verbal/written), Flexible, Patient, Confident and a team player who also is a self-starter. Keeps up with innovation.

· Experience in relevant versions of MacOS, Windows, iOS and Citrix environments and application provisioning platforms.

· Hands on with Authentication protocols, Azure Ad, AD, MDM solutions (like Intune), Ticket registration system, Printers, Scanners, Remote controlling tools, UC tooling/environments, PC, Mac and mobile.

· Additional focus on "Digital" sales driven applications/processes/environments

· Knowledge of ITIL, Agile fundamentals, knowledge centered support and lean thinking.

· Basic understanding of infrastructure, network, and data security components.

· Additional focus on "Digital" sales infrastructure, Master data, SAP processes and seasonal driven aspects of the domain.

· Additional focus on "OMNI" retail infrastructure, retail traffic / data components, transaction processes and RFID

· Provide support for client end user devices such as laptops, Desktops, and peripherals (Dell, HP, IBM, Lenovo, Apple), Mac & iOS devices (iPhone/iPad), Printers, Plotters, Digital Signage, Cameras, Video Conferencing equipment’s etc.

· Provide support for client approved software’s /applications like Adobe Suite, AnyConnect, Office suite,3d design tools, Data analytics, UC tools, MDM, App provisioning, We Connect, DS App, Line book, DAM Apps, PresEditor, Prod Catalog, Prod reader, Hatch DS, SAP, PIM, CSDB, Line book CMS, B2BWeb, Internet Browsers etc.

· Raise ticket with OEM vendor in case of system under warranty and needs spare replacement and replace units which are classified under customer replaceable unit

· Support new joiner’s system installation and configuration classified under IMACD

· Perform all work efforts required for IMACs such as those included for installation and redeployment

· Act as a single point of contact for IMACD requests

· Authenticate each Service Request using agreed-upon authentication processes, including required

· Ensure all Service Requests for IMACs are in accordance with established procedures

· Contact the end-user and schedule an agreed time for the Service Request to take place

· Confirm Service Levels for end-users requesting service

· Document the IMACD in the ITSM tool and route a Ticket to the team performing the work

· Verify the IMACD occurred on schedule and contact end users to confirm their satisfaction

· Reschedule the IMACD, when necessary

· Resolve IMACD scheduling issues and escalate when required

· Follow the steps mentioned in the request raised and act according to the request – This request could contain multiple activities of data wipe, OS installation, hardware spare replacement etc.

· Onsite Support Service Partner would update the Asset management tool if any hardware allocated or de-allocated

· Mentor new technicians

· Provide priority support to identified users (VIP Support)

· Perform proactive health checks on weekly basis of VIP devices - Weekly visits to be held by Field Service engineers to ensure that VIP devices are functioning as per requirements

Behavioral Skills Required:

· Individual must have good customer facing skills and be well presented.

· Demonstrates independent and pro-active thinking

· Builds effective relationships both within the team and across the business and Professional Services

· Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.

· Must be able to work alone and unsupervised, taking the initiative when necessary.

· Must be organized and prioritize work appropriately.

Please note that it's a contract-based role. (B2B/Independent/Freelance)