On Site Support Specialist

vor 2 Monaten

Wien, Österreich Linear International LTD Vollzeit

**Overview**:The On Site Support Specialist, a crucial member of our support team, plays a vital role in resolving incidents and requests related to On Site support. This role involves working closely with the customer's Service Desk, local representatives, and End Client's teams to ensure efficient support and maintenance of hardware and software. The On Site Support Specialist is responsible for providing Installations, Moves, Additions, Changes, and Disposals (IMACD) services, where physical presence is essential. This position also involves managing a buffer stock of replacement hardware, peripherals, and network devices stored on-site.

**Key Responsibilities**:
**Incident and Request Resolution**: Resolve incidents and service requests related to On Site support in collaboration with the customer's Service Desk and End Client's local representatives.

**Installations, Moves, Adds, Changes, and Disposals (IMACD)**: Provide essential support for installing, moving, adding, changing, and disposing of hardware and peripherals as required.

**Buffer Stock Management**: Manage and maintain replacement hardware, including workstations, mobile phones, and network devices, ensuring sufficient stock is available on-site.

**Customer Interaction**: Act as a liaison between the customer's Service Desk and End Client's teams, ensuring efficient communication and problem resolution.

**Smart Hands Support**: Offer technical support for non-standard devices, local break-fix of hardware, and software components as needed during the agreed Service Window.

**Ticket Management**: Capture and log incident and request details in the customer's ITSM tool, using English as the primary language for ticketing.

**Coordination**: Collaborate with customer/End client ITSM tools such as TopDesk or Capgemini's ITSM platform to streamline support processes.

**Workspace Management**: Utilize physical workspaces provided by the customer at sites for On Site support personnel.

**Stock Management**: Manage stock of common spare parts to facilitate quick resolution of hardware-related faults.

**Disposal**: Handle the decommissioning and disposal of end-user devices, ensuring compliance with agreed procedures and policies.

**Replacement Device Service and Swap**: Coordinate the replacement of client systems to minimize downtime for end users when necessary.

**Requirements**:

- Prior experience in a similar On Site support role is preferred.
- Strong knowledge of IT hardware and software components.
- Excellent communication skills, including proficiency in English.
- Ability to work within a team and collaborate effectively with different stakeholders.
- Strong problem-solving and troubleshooting skills.
- Familiarity with ITSM tools and ticketing systems.
- Flexibility to work within the agreed Service Window, which may include some overtime and weekends.

**Working Hours**:
The working hours for this role adhere to local labor laws and may vary based on location.

**Service Window**:

- For Dedicated Locations: Monday to Friday during business hours (08:00 - 18:00)
- For Scheduled Campus Days: Service Window will be during the scheduled visit.

**Service Credits**:

- The On Site Support Specialist is responsible for meeting Service Levels, with a Service Credit scheme in place for specific SLAs.
- Earnback opportunities are available if SLAs are consistently met or exceeded.

**Exclusions**:
The following activities are considered outside the scope of this role:

- Providing backfill for the absence of dedicated engineers.
- Asset physical disposal (handled by the customer).
- Shipping and logistics of assets (provided and paid for by the customer).
- Asset refresh (planned and managed by the customer).
- Facilities support (e.g., CCTV cameras, etc.).

**Job Type**: Contract
Contract length: 12 months

Pay: 180.00€ - 200.00€ per hour

Ability to commute/relocate:

- 40211 Düsseldorf: Reliably commute or planning to relocate before starting work (required)

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