Assistance Informatique sur site H/F/X

Description de l'entreprise

Responsibilities :- 

• Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices.
• Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues.
• Smart hands support for Infrastructure devices. 
• Smart hands Support on Operational Technology (OT) environments including PLCs, manufacturing plant IT systems, flat-network devices, and industry-grade peripherals (e.g. Zebra label printers, RF scanners, rugged tablets).
• Act as the primary IT owner / `Face of IT' at site ¿ proactively identify, escalate, and drive resolution of issues with the broader HCLTech team to minimise downtime.
• Shopfloor environment Support : Provide frontline support for hardware and software issues on desktops, laptops, notebooks, mobile devices (iOS/Android), rugged devices, tablets, printers, RF scanners, and peripherals, used in the shopfloor environment
• Manage and maintain the data closets, ensuring cleanliness and supervision of activities being performed in there. 
• Perform daily health check and reporting on critical IT infrastructure hardware and servers at their respective sites. 
• Coordinates with IT and OT vendors and ensures the site is up and running.
• Communicate and update to all stakeholders on critical items and issues related to IT. 
• Drives critical issue resolution at site -Lead site P1s, work closely with larger HCL team and drive end to end accountability to ensure timely resolution with least downtime at site.
• Improves and maintains customer and employee satisfaction
• Performing asset inventory on IT and Infra devices when needed.
• Adhering to SLAs.
• ITIL Processes awareness and adhering to ITIL process workflow. 
• Reporting to the HCL Track Lead / Team Lead. 
• Handling tickets/requests on ServiceNow, to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems Troubleshooting technical issues
• Create documentation for processes and procedures of day-to-day work. Creating KB articles. 

Description de la fonction

Required Skills / Qualifications: 

• Minimum 7yrs hands on dedicated experience as deskside/Onsite support/local IT engineer 
• Strong Microsoft Operating System installation (Win10 / MAC OS X) and troubleshooting skills. 
• Strong Experience in Providing Hands & feet Support for Network and Datacentre Equipment/Devices
• Strong desktop support knowledge including hardware, software, and networking concepts
• Strong skills in hardware level concepts on Desktops, laptops, Notebooks, Printers and Handhelds. 
• Good knowledge of iOS, Android OS, rugged devices (tablets and iPads). 
• Knowledge of windows Image build process and SCCM deployments
• Good knowledge on SCCM, Intune, AD and JAMF
• Good knowledge in handling RF scanners, industry level label printers (Zebra, etc)
• Good hand on knowledge on OT technology such as PLCs, manufacturing plant IT, etc
• Experience in handling managed print services , corporate / network printers. 
• Good understanding of Audio/Video equipment and conference room setup. 
• Understanding of user account creation for Active Directory, Exchange Mailboxes, Distribution lists.
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools tool.
• Troubleshoot and assist end users with mobile device setup, activations and performance issues, Handheld -Android & IOS support knowledge.
• Strong Customer service skills
• Excellent communication and conversation skills (Verbal and Written) and good documentation skills.
• Able to handle unforeseen situations.
• High level of acceptance 
• Knowledge on ITIL Ticketing tools such as ServiceNow, BMC remedy etc, and ITIL concepts such as change process, problem, incidents, and requests tickets. 

Additional Responsibility

• Might need to travel to other sites based on demand and requirements.
• On-call requirement for P1/Urgent issues outside regular support hours (local business hours).
• Possible rotational shifts. 

 

Profil

Additional Responsibility

• Might need to travel to other sites based on demand and requirements.
• On-call requirement for P1/Urgent issues outside regular support hours (local business hours).
• Possible rotational shifts. 

Diplôme

• Supérieur non universitaire

Compétences linguistiques

• Néérlandais (atout)

  • Comprendre : Expérimenté + (C2)
  • Écrire : Expérimenté + (C2)
  • Lire : Expérimenté + (C2)
  • Parler : Expérimenté + (C2)

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