Desktop Engineer

Job Code : EWC - 1207

Job Description:

Role Summary:   

Estimated Start:                 July 1st 2023

Estimated Duration             1 year, with renewal

Requested Services:            Subcontractor shall provide the following services, functions and responsibilities, as they may evolve during the term and as they may be supplemented, enhanced, modified or replaced (collectively, the “Services”) to Hemmersbach

Onsite support services:

·Dispatch Services – IMACD

·Dispatch Services - Break and Fix

·Backfill services

·Smart Hands & Eyes support

·Project services (Time & Material basis)

Onsite support Services shall be delivered by a Dispatch Engineer (based at Customer Location and responding to tickets in Hemmersbach ticketing system).

The scope of the above mentioned Services description includes, but is not limited to, laptops, desktops, peripherals, printers, toners, conferencing devices.

When a Service Provider is requested to perform work, this will be detailed within a Ticket. The Ticket will contain the scope of the Services required to be completed by Dispatch Engineer.

Service Provider will provide a trained resource to conduct onsite activities to support the usability of end-user equipment at Customer Location.

All Dispatch Engineers are obliged to follow all operational procedures and processes provided by Hemmersbach and/or the Customer. If requested, Dispatch Engineer will provide updates to operational Runbooks if required during the course of providing Services.

Minimum Skill Level

As a minimum, each Workplace Engineer (L2 technician) shall have the following:

·Working technical knowledge, in order to address service work orders, for PCs, laptops, desktops, printers, mobile devices, cabling, televisions, projectors, peripherals and site security equipment

·Working technical knowledge of standard systems and business software

·Local language and basic English skills

·Customer-facing soft skills

·Strong verbal and written communication skills

·Ability to apply an intermediate level of subject matter knowledge

·Works on problems/projects of the moderately medium-complex scope

·Exercises independent judgment within defined practices and procedures

·Evaluates unique circumstances and make recommendations.

·Typically 2-3 years of experience

·Able to independently problem solve

·Able to provide feedback on new technical processes to help drive efficiency