Desktop Support Specialist

Role: Senior IT Support Engineer

Location:
Lyon, france Durtion: Backfill Ressposibilities:
• Provide outstanding customer service and support while assisting our business partners with their technology needs while following Global Infrastructure processes.
• Install, diagnose, repair, and maintain information technology infrastructure including, but not limited to workstations, mobile devices, Printer, copiers, scanners, fax machines, VOIP, video conferencing, AV equipment, tape backup systems, networking equipment and Wi-Fi using the incident management system.
• Working closely with local BU IT or IT Site leads to get aligned on local priorities
• Work closely with IT SC to increase their FCR and support users remotely whenever it is possible.
• Efficiently log, troubleshoot, and resolve incidents using the incident management system while adhering to knowledge management processes.
• Communicate application problems and issues to key stakeholders, including management, development teams, business partners, and unit leaders.
• Coordination with Vendors with respect to IT Infra.
• Provide support for the testing (POC) of new and existing software and hardware under development or consideration for purchase.
• Provide “on call” Services and respond to incidents in a timely manner wherever it is required.
• Own and maintain a local Asset Inventory (computer, monitor, phones, laptops, Printers, iPad, UPS…)
• Support for maintaining the Rack elevation (MDF + IDF) up to date and share with GIDC teams.
• Hands and Feet support at the location for Managing Data Center.
• Work with local Facility team to ensure AC/UPS are working fine with proper maintenance as per the schedules and required coordination.
• Support in ensuring all devices is Security compliant with required security patch levels, AV definition/engine, Zscaler, Red clock, CrowdStrike, Carbon Black, BitLocker…etc.
• Provide mentorship and guidance to junior members of the team.
• Coordination with location Leads.
• Preparation of day-to-day basic reports as and when required.
• Ordering and tracking of fixed line / telephony invoices / Toll Free Fax Lines / Customer Services etc.
• Management of all mobile telephony partners like (Orange and SFR)
• Will be main point of contact for the users and should have fluency in speak French.
• Need to Monitor usage, ordering, tracking invoices and late payments.
• Should be able to Manage iPhone and line inventories.
• Organizing and monitoring deployments / renewals.
• Reassigning lines in the event of employee departures / arrivals, sometimes with line renumbering for sensitive lines.
• Handling requests for iPhone allocation
• Obtaining duplicate SIM cards in case of loss / theft, etc
• Assisting users with the enrollment of iPads and iPhones.
• Placing all equipment orders for users.
• Monitoring PC orders with registered Partner according to leasing periods.
• Organizing equipment collection during returns (to the lessor or recycler depending on the type of equipment).
• Ensureing to organizes exceptional equipment transportation between Paris and Lyon, for seminars, etc.
• Shipping printers to field force sites.
• Should be able to Handle requests for a typical software like Articulate, SEMrush, etc.
• Ensuring whether the application is authorized.
• Requesting quotes from resellers, placing orders, etc.
• Ensuring and Monitoring equipment returns process for all the sites with coordination with HR.
• Following up on theft declarations with users and with the lessor, providing police reports and triggering insurance processes. INCIDENT & SERVICE REQUEST MANAGEMENT:
• Diagnosing and managing incoming end-user requests with respect to deskside support.
• Identifying calls as Service Request, Incident, Tasks etc.
• Prioritizing calls against agreed upon Service Levels Agreements
• Determining the action required to resolve tickets.
• Update Notes properly and correctly in Service Now Tickets so that meaningful information is found on the tickets.
• Managing issues from creation of Incident or Request till Closure.
• Monitoring and status tracking of registered tickets.
• Providing timely Updates to users.
• Handling incidents and service requests through ITSM Tool, address the same based on priority and record their resolution.
• Meet the metrics set forth by the organization for incident Service Level Targets and ability to solve complex hardware issues by coordinating with L2/L3 & SMEs in IT Infrastructure team.
• Achieve the goal as set forth by the organization for customer surveys ratings both from an individual and support team perspective.
• Follow up and update customer-reported incident status and provide updates. END USER MANAGEMENT & SUPPORT:
• Provides Desktop support and support for Computer hardware systems & peripherals.
• Should be able to support issues related to Windows Operating systems, desktop software and remote support tools as per the requirements of the organization.
• Should be able to handle issues related to network security practices and antivirus.
• Ensure that all computers and network systems run efficiently with high up-time.
• Support for network and other data center-related devices (UPS, PACs, Network cabling, power etc.).
• Support on conference Rooms with respect to Audio & Video and Telephony equipment, Troubleshooting in coordination with Voice/ Video Team / Vendor.
• Collaborate with Site and Business Unit IT leads and Regional
• Desktop leads to maintain transparency of quality (meetings, trends, narratives, plans, etc.)
• Provides necessary Support to Site and BUIT Leads to Meet Business needs wherever applicable.
• Should Lead the deskside IT tasks wherever needed & whenever assigned and complete it within the timelines as applicable.
• Management of IT Assets Inventory.
• Comply with the Organizations Information Security Policies / Procedures and provide solutions to the end users adhering to the same.
• Creating management level reports as and when needed.
• System Allocation/ Imaging the system/ Receiving the system.
• Escalate the support issues quickly and get the required issues resolved ASAP as per escalation matrix.
• Maintains Escalation Matrix for all infra partners.
• Preparation of E-Waste details end to end and sharing with their location IT leads and finance. GxP-based IT SUPPORT
• Support in providing admin access for installation and Configuration of GxP Applications.
• Support in Implementing the security policies on GxP systems in line with the organizations and Compliance requirements.
• Providing support to vendors for troubleshooting GxP Application issues in coordination with business
• Verifying the backup for Empower server as per frequency.
• Implementing/Performing data backup, data archival, data restoration and monthly folder creation on GxP system.
• Providing necessary admin support wherever applicable for GxP Computer Systems validation.
• Support in network connectivity for new GxP equipment.
• Support in troubleshooting network related issues.
• Support in adding Lace machines or MFG machines into customer Domain.
• Support in Hardening (Security Policies) of GxP Systems.
• Support in troubleshooting any hardware related issue of GxP Systems.
• Support in troubleshooting OS related issues of GxP systems.
• Support in installation of Symantec Antivirus and exclusion of folders for GxP systems
• Zebra, Dot matrix, and thermal printer installations, driver installation, for printing the reports, troubleshoot printer related issues and resetting queue for Zebra printers.
• Support for canon printer installation, driver installation for direct printing and troubleshooting of printer related issues.