This Tech Support role internally titled "Tech Partner" will be responsible for a wide array of support services at assigned Schneider Electric facilities.
Responsibilities:
- Create, Receive, Monitor, Maintain and Resolve work tickets
- Imaging, Setup, and Support of computer(s), monitor(s), mobile device(s)
- Maintain on-site presence at designated service locations to support end users
- Software installation, support and make sure it is compliance with Schneider standards
- Perform pro-active and on-demand health check of IT systems including, but not limited to: printers, copiers, fax machines, scanners, and video conference equipment
- Training end users on how to operate office automation equipment as requested
- New hire orientation including show user how to work on IT assets daily basis, debrief Schneider policy(s) such as security policy, usage etc
- Hardware platform troubleshooting and management
- Software platform troubleshooting and management
- Perform secure password management for all provided passwords
- Support access to corporate network/wireless and applications (both on network as well as over VPN)
- Coordinate execution of tasks with guidance from Service Desk representatives or other IT support groups
- Manage IT inventory of in-house stock, such as moving, sorting, cleaning, stocking
- Identify, gain approval, and enter all project(s) as assigned by your manager into project tracker
- Assist with different regional projects for designated service locations, act as local hand and feet support
- Other duties as assigned by your manager
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Expected Behaviors and Support Model Process
Tech Partners that work at the same site support the local user group and share and monitor the same ticket queues including but not limited to: Onsite Support US L2 / NAM L2 / CA L2 / MX L2 / Legacy ticket queue(s). Tickets must always be updated with a status.
- Tech Partners will serve as each other's backup support when they are away from the office and it is their responsibility to update the backup Tech Partner with their status, including updates to the worklog from any applicable tickets. In addition, they will keep their manager informed of any planned and unplanned type of leave to make sure there is proper support and coverage.
- Both Tech Partners have equal responsibility to manage IT assets and support IT assets in the assigned location. The facility will notify both Tech Partners by email regarding all IT assets. A ticket will need to be assigned prior to asset delivery. The Tech Partner will reply to the facility to then request the assets be delivered / pickup to their desk.
- Tech Partners will share equal ADM permission to support users and facilitate the needs that come from infrastructure and operational teams in the facility.
- Tech Partners will have the same physical access to the MDF / IDF / other area(s) such as conference room(s), storage room(s) etc to perform as required by their duties.
- Tech Partners will be involved in alternative local and regional project task as assigned and upon approval by their manager.
- Tech Partners will collaborate with each other in troubleshooting & resolving any issue(s) such as scope and resolution in a productive and respectful manner prior communicate with our customers.
- Tech Partners will demonstrate professionalism in all support related matters.
Qualifications and Experience:
- Experience in providing deskside support and technical assistance to end users in a corporate environment.
- Proficiency in imaging, setting up, and supporting computers, monitors, and mobile devices.
- Strong understanding of software installation and compliance with company standards.
- Ability to perform proactive and on-demand health checks of IT systems, including office automation equipment.
- Proficient in hardware and software platform troubleshooting and management.
- Experience in managing IT inventory and coordinating tasks with IT support groups.
- Knowledge of secure password management and supporting access to corporate networks and applications.
- Strong communication and collaboration skills to work effectively with other Tech Partners and IT support teams.
- Ability to demonstrate professionalism and provide support in a respectful manner.
Additonal Role Factors:
This role requires the physical ability to move equipment up to 50 lbs, perform tasks such as crawling under desks, running cables, work in both a technical laboratory setting and an office environment. Physical tasks are an integral part of the role alongside office support responsibilities.
Onsite in Andover, MA 5 days per week.
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36 billion global revenue
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150 000+ employees in 100+ countries
#1 on the Global 100 World's most sustainable corporations
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