Onsite IT Support Engineer

Microland is a Digital Accelerator. It provides enterprises the means to adopt and consume NextGen technologies in their quest for digital transformation. Incorporated in 1989 Microland has its offices and delivery centers in North America, Europe, Asia, Australia, Middle East.

Microland Recognized as a Leader for the 4th consecutive Year in the 2023 ➤ Gartner® Magic Quadrant™ for Managed Network Services

★ Visit www.microland.com for more details.

Job Description for Onsite Support Engineer

Candidate Profile

• 8-10 yrs. experience in onsite services with experience of working in the manufacturing plants highly desired
• Excellent inter-personal skills with the ability to communicate effectively across all layers of an organisation.
• Ability to learn quickly and provide guidance to junior team members
• Works well within a team as well as individually
• A self-starter without the need for day-to-day management

Languages – Local language and English

Technical Skills

• Proficient in Desktop and laptops – installation and support (Windows as well as Apple devices)
• Proficient in installation and support of peripherals – printers, scanners and quality control gauges
• Working knowledge, experience of configuring and basic troubleshooting of servers, storage, cabling, switches, firewalls, WIFI access points

Key Responsibilities

Deskside support

• Imaging of new laptop and desktop devices using an agreed Windows10/Windows 11 Build
• Wiping and re-imaging of desktops and laptops on receipt of devices from leavers and/or returned devices, where the device has been previously replaced due to a fault or failure
• Installation, basic configuration and troubleshooting of Apple devices
• Installing device drivers, establishing and troubleshooting connectivity to peripheral devices like printers, scanners and other gauges used by the quality control teams
• Working closely with the infrastructure, application and network teams to troubleshoot issues in the site
• Execution of remedial actions to disable and remote wipe devices reported as lost, unrecoverable or stolen, on the approval of the client
• Ensure that all devices are registered within the Client Endpoint Management solution, ensuring devices are compliant with the Client’s endpoint configuration policies
• Management and resolution of all incidents and service requests escalated by the ServiceDesk or other resolver groups
• Own the resolution of all desktop/laptop related issues that cannot be resolved by the remote desktop support team
• Act as the first point of contact for issues raised by the end users, Transfer of Incidents or Service Request to Level 3 support as required to provide resolution, in accordance with the Incident Management process
• Management of desktop encryption, desktop anti-virus/anti-malware solutions and other applications deployed on the users’ desktops/laptops. Remediation of exceptions identified in regular reviews and reporting, through follow up with the respective device owners
• Management of desktop and laptop configuration issues as required to adhere to the Client’s policies. Remediation of exceptions identified in regular reviews and reporting, through follow up with the respective device owners.
• Manage and provide support for the MS Surface Hubs/LogiTech Tap devices and Audio/Visual equipment in the meeting rooms
• Providing onsite any issues related to all printers that are escalated to the Service Desk by the Client’s Managed Print Service Provider

Networking & Security

• Deploy the Initial configuration on firewalls, switches and Wi-Fi access points and handover to the centralised team for advanced configuration
• Work with the remote teams to troubleshoot issues with network connectivity

Datacenter / Server Room Support

• Onsite support of hardware and software including installation, testing and maintenance, located within the Client’s Data Centre facilities
• Installation and management of firmware updates to hardware devices as required to resolve Incidents and Events or to maintain hardware in accordance with Supplier support lifecycles
• Hands and Eyes support for all issues in the data center that cannot be resolved remotely
• Management and maintenance of the Data Centre general hygiene, including removal of all packaging, responding to and resolving hardware alerts in a timely manner and escalating any health and safety risks to the Client.
• Installations and management within the data center facilities as required to provide power and network connectivity to hardware devices
• Co-ordinating with the Client designated partner for the removal and secure disposal of technologies from the Data Centre facilities as required by the Client
• Monitoring of environmental conditions (heat, humidity) within the Client’s data center facility during site visits and escalation of any risk to the Client’s facilities team
• Monitoring of hardware health through Client provided monitoring tools and regular visual inspections of the Data Centre facilities as and when the onsite team visits unmanned locations
• Management of scheduled power down activities, annually, in response to an imminent risk to the Client or from time to time as the Client is required by the landlords of the Client’s offices
• Management of support requests to third party providers as required for scheduled maintenance and power down activities

(EEO) Microland is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.