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Liaise with external or internal service providers when required to seek the commissioning, maintenance, and decommissioning of approved solutions.
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Gain approval from either the local management of the IMT service owners or the IMT service owners themselves for implementing or changing any IT-related solution.
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Follow IMT guidelines for technical matters, such as the Control Change Requests process.
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Hardware support falls into three parts depending on the type of equipment: infrastructure, workplace, and personal equipment.
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Coordinate delivery and pickup with Hardware service providers and local procurement of logistics services
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Unpack and store or dispatch equipment to users or facilities
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Stage or configure devices
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Perform hands-on troubleshooting when required in coordination with backend engineers
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Repair the defective part, where applicable
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Perform Return Merchandise Authorization
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Perform data backup and recovery
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Change of printer's cartridges, removal of paper jams
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Facilitate the destruction of legacy storage hardware where applicable.
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Rack and un-rack equipment
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Ensure end-to-end hardware connectivity of devices
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Ensure an appropriate power supply to the active elements
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Regular visual check on active elements in the server room, technical rooms and meeting rooms.
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Maintain a pool of ICT equipment, including laptops, video conferencing equipment, cables, etc.
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Coordinate with the relevant parties for the management of ICT Fixed Assets in compliance with client's internal processes.
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Calculate safety stocks based on market conditions.
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Initiate purchase orders in compliance with procurement guidelines to ensure in-time deliveries to meet forecasted demand for local IT equipment.
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Keep track of dispatches or allocations to users or facilities of the various equipment
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Strive to answer how-to questions and positively reinforce self-service tools published on the client's user guidelines
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Perform troubleshooting of the issue, including isolation and root cause analysis, and break-fix where applicable.
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Reroute misrouted incidents or request to the relevant IMT team
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Escalate to IMT second-level support for the area(s) of expertise.
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Provide limited support to specialized applications and tools.
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Support Hybrid Meetings on Microsoft TEAMS, ZOOM and other platforms
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Manage the AV equipment located throughout the Hub
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Prepare and test AV equipment ahead of meetings happening in the Hub, and virtually