Schlagwörter
Skills
- IT Support in Rollout and Floorwalker
- Very good knowledge of Windows 7 & 10
- Good knowledge of computer science
- Knowledge of relevant programming languages
- Safe handling of various operating systems
- Resilience
- Sense of responsibility
- Communication skills
- office 365 adminstration
Projekthistorie
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Overall responsible for the coordination for onsite support activities
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Advises supplier and 3rd parties for onsite delivery
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Coordination of know how transfer for Onsite activities per location
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Reporting and Monitoring of all Onsite support activities per segment
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Operational escalation for onsite topics
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Acts as single point of contact for the business regarding onsite demands (permanent vs ticket based)
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Installation or changing, configuration, and testing of the service object component (see slide 10).
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Install LAN/WLAN devices and configuration (e.g. IP-addresses),
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Transport to the place of installation
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Patching the network connection socket (if necessary), Applying/restoring the basic configuration (printer, drives, favorites, Office settings), Review of functional and operational capability, Labeling hardware (if necessary, with the involvement of the customer), Updating the CMDB
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Supply of the hardware and software components and the associated warranty agreements and software maintenance contracts, if required
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Supply of the installation materials (e.g. CD) for each software product and installation manual, if required
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Restoring or moving user’s data from replaced service object to the new one
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Accepting orders/requests to install, add, or change Service Object components
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Agreeing an appointment for requests and confirmation of the date and time by recipient (if necessary)
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Verify and accept completion by contacting the end user and/or request to confirm the request completion
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Refreshing hardware
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Wiping: Delete all data storage media using certified products provided by the customer
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Refreshing (cleaning) devices and components
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Remove old device
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Install new device
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Configuration of the new device and instruction of user
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Updating the inventory database (inventory DB and CMDB)
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Coordination of the incident and coordination of suppliers in case of component or system breakdowns
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Updating firmware, operating systems and other software if it is necessary for troubleshooting and approved by customer
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Software recovery (re-installation) in accordance to dormakaba software standard image (e.g. EWP)
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Arranging a time for on-site support with end users
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In case of warranty repairment the repair will be executed by the warranty provider under the coordination of the …...service provider.
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For Smartphones is replacement only
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For special hardware (e.g. plotter) is replacement only
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Restoring the functionality, including the involvement of experts from the manufacturer's or supplier's side for end user …..devices
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If service object has been replaced or repaired, restoring software and applying the last configuration to the new …...components/system afterwards. This duty includes warranty repairments by third party as well.
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Functional test (according to the process defined mutually in the transition) to verify the completion of the repair …..(e.g. power-on test, visual verification of proper operation)
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Arranging an appointment with the user to return the hardware after it has been repaired and ready for use
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Returning the device after it has been repaired off site (separate ticket)
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Installation or uninstallation of unpackaged software based on service request. Dormakaba is responsible for supply, license and making ready for on-site installation.
- Construction and dismantling of the workplaces I workplaces were set up professionally by the technician and equipped with hardware, then the hardware was wired and installed in a customer-specific manner.
- Carrying out test runs of the installed new devices I After each successful installation, the components were checked for proper function.
- Dismantling of old devices I Old devices were professionally dismantled by the technician and deposited at the foreseen location.
- On-site support for end users I The technician was always available to support the users; any questions relating to the hardware were discussed with him.
- Fault analysis and rectification, I in the event of specific faults, the technician was called in for an analysis; if possible, the fault was rectified immediately.
- On-site client service I clients were serviced and checked by the technician at all times and IMAC activities were carried out.
- Data backup I the technician was obliged to back up the hardware before each dismantling.
- On-site troubleshooting I the supporter was busy on-site, classifying problem requests and resolving them immediately if possible.
- Error analysis I the supporter was busy performing and documenting error analyzes on behalf of the customer.
- Troubleshooting I Trouble queries were sent to the supporter, who then rectified them on-site.
- Classification of tickets I incoming malfunction inquiries were classified by the supporter and forwarded to the specialist department.
- Rollout service I the supporter was at times involved in the rollout.
- 1st level support I by phone or on-site support.
- HW Troubleshooting I Problems were sent to the supporter, who then carried out on-site troubleshooting and, if possible, rectified them immediately.
- Documentation of problem solutions I Every action / work of the supporter was personally documented by him.
- User support I the supporter was always the first point of contact for users with all common questions / problems.
- Ticket processing, I Ticket requests concerning VIP users were sent to the supporter, who then processed and documented them.
- Installation and maintenance of client PCs under Windows I Any software / operating system installations were carried out and documented by the supporter.
- Data backup I Before each dismantling, the supporter was busy performing a data backup of the old hardware.
- Troubleshooting software and hardware problems I Any problems in the IT landscape were sent to the supporter for correction.
- Telephone support I Fault reports received via "telephone" were received by the supporter and coordinated to resolve the issue.
- Elimination of malfunctions in the applications I Faulty applications were eliminated by the supporter (reinstallation).
- Support in operation | Unclassified faults were sent to the supporter, who tried to classify the source of the fault and, if possible, to rectify it immediately.
- Instruction of the user I for new installations, the user was illustrated and brought closer to the user by the supporter.
- Advising the user, I the supporter supported the users in all software and hardware issues.
- Planning and coordination of hardware rollouts I IT landscapes that were planned for a rollout were analyzed and planned in accordance with the supporter if required.
- Troubleshooting support, I Unexplained fault reports were sent to the supporter, who first tried to classify the fault on-site and, if possible, rectify it immediately.
- Monitoring of the functionality of rollout hardware I Newly rolled out hardware was monitored by the supporter and, if necessary, Newly installed.
- Bios updates I Bios updates were made by the supporter.
- Support of the rollout team I If necessary, the rollout team was supported by the supporter.
- Acceptance, transport and commissioning of new hardware components I Hardware deliveries were accepted by the roll outer and checked for damage, then the hardware was prepared and transported for transport to the planned location.
- The hardware was installed on site by the rollouter and, if necessary, Configured.
- Installation planning, I Hardware components that were planned for installation were divided into installation dates by the supporter.
- In doing so, consideration was given to the availability of the user, the amount of hardware, location conditions and time requirements.
- Creation of new workplaces I Knew workplaces were set up by the supporter, including among other things: the cabling at the workplace, the installation of the hardware, the patching of certain ports and the configuration of the hardware.
- Briefing of end users, I the rollouter was obliged to provide the end user with an introduction to the new functions and technical specifications before each installation was completed.
- Dismantling of old hardware, I Obsolete / defective components were professionally dismantled by the rollouter according to customer-specific requirements and handed over to the foreseen location.
- Support of 1st level support I Incorrect installed devices were classified by the supporter and made to function properly.
- Data backup I the rollouter has made data backups of the hardware, if specified.
- Replacement, maintenance and repair of hardware I Defective / faulty hardware was repaired by the supporter, if necessary, a complete replacement was carried out.
- Preparation of the rollout hardware I the rollout-foreseen hardware was prepared by the rollouter (stacker installations, etc.)
- Printer installations I Network printers were installed by the supporter via "DHCP".
- Installation of peripheral devices I peripheral devices were installed and configured on site using the rollouter. A user briefing was then carried out.
- Documentation of the activities I All activities were written down by the rollouter in an installation log and countersigned by the user.
- Communication and mediation between the helpdesk and the rollout team I Any material issues were sent to the rollouter for processing (faulty installations, etc.)
- Provision of IT solutions I Problems in relation to the hardware installations were solved by the rollouter (faulty patch boxes, etc.)