General Computer Support Technician

Il y a 7 mois

Lyon, France ATG Europe Temps plein

**End-user support for common ICT issues**
- Support for devices running supported versions of Windows (desktop and servers), macOS, iOS, Android and Linux, either centrally managed by the client or self-managed by end-users. The client regularly deploys the latest versions of these OS on the centrally managed machines and indicates the supported Linux flavours; support includes helping users to migrate to supported versions and (re-)installing their machine as well as troubleshooting general issues;
- Support for software installation and configuration, including failures of automated tasks (e.g. regular updates) and issues with central services, such as terminal services, storage file servers, authentication and certificates;
- Support for registration and activation issues related to supported services, such as updates to accounts membership in groups, records in databases (service, network), license activation, management of users’ access rights and their registration;
- Troubleshooting common issues with printing, mobile devices and network connectivity, essentially by collecting users’ information and updating the relevant databases, checking the target devices and/or restarting them;
- Cover a variety of other ICT services for which documented solutions exist;
**Anti-virus service**
- Screen the notifications about infections and taking action to clean up infected files or devices; send reports summarizing actions taken;
- General assistance to the anti-virus service, including routine tasks such as producing weekly summaries.

**Proximity support**
- Assist end-users with OS or software (re-)installation and (re-)configuration on their local machine;
- Troubleshoot and help for end-users, in particular MacOS users;
- Hardware and software upgrades, including system drivers;
- Restore data from external storage devices;
- Erase data from devices prior to reallocation or retirement;
- Diagnose hardware issues, sometimes preventing remote assistance;
- Regular visits and checks, sometimes daily, of equipment in public or sensitive locations, including permanent exhibition spaces; perform the required regular maintenance;
- Manage the lifecycle of limited and identified parks of equipment in a proactive manner (e.g. PCs, printers, scanners, barcode machines, etc.);
- Monitor, maintain and operate public PCs;
**Hardware repair**
- Assist with repairs of computing equipment purchased through the client’s Stores and via registered providers, from diagnostic to liaising with external vendors;
- Manage the repairs according to the client’s policy, covering different warranty situations and including documented administrative aspects;
- Manage a small stock of basic spare parts (memory, power supply, disks, etc.) in order to minimize downtime for end-users;
- Perform tests of future PC hardware models according to procedures provided;
**ICT support desk**
- Run the ICT support desk(s); initially one, but it may evolve;
- Welcome visitors at any time during the desk opening hours;
- Provide general ICT information and support, paying particular attention to the timing, e.g. either quickly fixing the issue or proposing a different way to take care of it;
- Provide or lend small equipment such as cables, adapters or chargers; managing the stock of agreed parts;
- Offer other small assistance, such as charging devices;
- Manage services located at the desk, such as contact for repair drop-off/pick-up, e-lockers, etc.;
- The service also includes administrative tasks necessary to achieve or complete the above tasks, including a quick method to create associated tickets in order to minimise the overhead.
- ** Printshop**:

- Take regular care of the large volume production printers and associated machines by replacing consumables, removing paper jams, calibrating the colours, keeping parts lubricated, etc;
- **Requests (job orders)**:

- Requests and enquiries concerning work to be printed or scanned (job orders) will be submitted through the ticketing system. They may concern requests for volume printing; poster printing; business cards; scanning requests. All end-users are requested to submit Portable Document Format (PDF) files for their print requests. However, occasionally there are issues with the PDF file and end-users may require help in consolidating or converting their PDF files for printing. Depending on the current workload, this help should be given where possible.
- **Cost calculation and internal invoicing**:

- **Stock management**:

- This activity covers managing paper and consumable stocks for the production printers and associated machines plus additional sundry items such as poster tubes, conference badges, sheets for laminating, etc.
- The Technician will:

- Regularly verify the levels of stock to avoid any shortage of consumables and sundry items;
- When needed, issue orders for consumables for the large volume production printers;
- Order any other stock items with prior agreement o

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