IT Customer Service Representative

Responsibilities:

Contractor’s Field Support services provide hands-on support for infrastructure devices in the Workplace. Devices supported include PCs, mobile devices, printers, LAN equipment Activities include hardware maintenance, software support and Installs, Moves, Adds & Changes (“IMACs”)

• Troubleshoot, install, printers, drive mappings, permissions, and other end-user computing environment related items.

• Company Hardware and software maintenance and support

• Workplace (Laptops, Desktops, and iOS) device optimization and configuration

• Contractor shall provide onsite desktop services for supported desktop, supported desktop software, and supported devices at Company-designated locations. Locations may be modified from time to time by the Company in accordance with the Agreement using the applicable Change Control Procedures.

• Contractor shall provide onsite Desktop services in English for supported desktop, supported desktop software, and supported devices.

• Contractor shall perform the desktop services in a manner that minimizes interruptions to Company’s daily operations.

• Contractor shall perform proactive maintenance of the supported desktop, supported desktop Software, and Supported Devices to minimize downtime.

• LogMeIn as the primary remote-control tool; Company remote control software used as a backup method only.

• Field Services Support shall not manage P1 tickets.

• Field Services support shall manage single user Incidents and VIP tickets, P2, P3, P4, along with Service Requests only. Good to have: - Microsoft HoloLens Wearable support experience. The supported devices are listed below: • Desktops & laptops

• Microsoft HoloLens Wearable

• Apple Mac OS for remote connectivity (e.g., Citrix), where applicable

• Printer queue and break/fix coordination

• iOS devices

• Android devices, where applicable for Mobile Device Management The supported software is listed below: Enterprise software part of Company’s standard workplace image (desktop and laptop)

Additional Job Details:    1 - Customer Satisfaction (P2 - Intermediate) 1 - English (C1 - Expert); Customer Experience Management (P3 - Advanced) ; Customer Experience Management (P3 - Advanced) Good to have: - Microsoft HoloLens Wearable support experience. The supported devices are listed below: • Desktops & laptops • Microsoft HoloLens Wearable • Apple Mac OS for remote connectivity (e.g., Citrix), where applicable • Printer queue and break/fix coordination • iOS devices • Android devices, where applicable for Mobile Device Management The supported software is listed below: Enterprise software part of Company’s standard workplace image (desktop and laptop)