Deskside engineers provide support for the desktop environment, which includes the responsibility for deployment of desktop/laptop and, when applicable, installation and configuration of physical server/network equipment, application installation, troubleshooting, incident, and request handling.
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Work Conditions: Hybrid, Full-time
Job Description:
- Provide Break-Fix and end-user support activities as required.
- Install and configure hardware and software components for Windows workstations to ensure usability by end users.
- Troubleshoot hardware and software issues for Windows workstations and manage mobility support.
- Provide support for Manufacturing "Shop-Floor" handhelds, laptops, and scanner devices as necessary.
- Perform data collection/preservation activities related to migrations and eDiscovery.
- Provide smart Hands and Feet support for the Technology team on demand.
- Conduct Rack and Stack Support for commissioning/decommissioning infra devices.
- Provide physical access to vendors for site/communication rooms and data center/server rooms.
- Manage Power Shut Down maintenance activities, including shutting down network devices and servers in Data Centers.
- Monitor printer management and coordinate with vendors to ensure print services continuity.
- Coordinate cable patching with vendors as needed.
- Ensure basic network connectivity (LAN), Wi-Fi access, video, printer, and voice availability at the site.
- Utilize advanced troubleshooting and problem-solving capabilities to narrow down the root causes of incidents reported by end users for IT devices and mobility support.
- Manage IT asset lifecycle management, including asset collection coordination with vendors and secure storage, labeling, imaging, allocation, recovery, hygiene validation, disposal, and system updates.
- Support overall manufacturing and lab IT systems and IT devices, including familiarity with scanners, printers, rugged tablets, and PCs used in specialized test equipment and manufacturing lines.
- Exhibit advanced communication skills to work with multiple teams and/or OEMs on high-priority issues.
- Demonstrate a strong understanding of GMP and GxP in a clean room or manufacturing environment, with a strong focus on quality and attention to detail.
Job Qualifications:
- Strong analytic and troubleshooting skills.
- Strong communication skills.
- Strong understanding of MS Windows operating systems and a working knowledge of MS Office and basic business applications.
- Minimum of 2 years in desk-side support services.
- Basic knowledge of networks, telecom, and compute/storage.
- Advanced knowledge of MacOS & iOS and their administration, including imaging and end-point deployment.
- Strong customer support skills.
- Education: Diploma or degree in IT; ITIL and/or additional certification preferred.
Language Requirements: Not specified.
