Beschreibung
L2 resource oversee and guide resources as a lead engineer. He should provide daily /weekly /monthly reports to client and TechMApplication Support on Client PCs
• Installation and deinstallation of applications
• Troubleshooting of applications
• Support with application questions
• Installation/ deinstallation of software applications.
• Installation/ deinstallation of site-specific software as needed.
PC hardware support
• Issue of new hardware
• Dismantling of old hardware
• physical patching of network connections to the network switch
• Error analysis in case of hardware failures
• Troubleshooting of defective hardware
• In the case of warranty claims, triggering, monitoring, and completing the fault clearance with the manufacturer
• IT relocations
• Hardware preparations (staging, application installations, upgrades)
Printer support
• Troubleshooting of printing, multifunctional and fax systems as well as large format printers
• Setup and installation of printing systems e.g., Line printer, Label printer, Laser printer, large format printers
• In the case of warranty claims, triggering, monitoring, and completing the fault clearance with the manufacturer
IPHONE and IPAD support
• Setup of mobile devices such as iPads, DWT (Digital Workstation Tablets), and iPhones
• Troubleshooting of end devices
• Support for user questions regarding hardware and software
Media technology support
• Beamer maintenance
• Care and maintenance of the conference rooms
• Troubleshooting technical issues in the conference rooms in collaboration with the 2nd level team if necessary.
• Instruction of users in the media technology
• Support for audio and video conferences
Active Directory
• Creation of NT and Exchange accounts via IAM
• Password reset
• Check and request group OU memberships
Additional tasks:
• Inventory management of IT stock (PC, notebooks, workstation, monitors, accessories, cables, phones, tools, etc.) including inventories, keeping stock lists, etc.
• Preparing hardware (staging, application installations, upgrades).
• Support various IT departments such as (ITO, IPI, PDO, hands and feet support)
• Testing of newly introduced applications and hardware
• Creating SCCM packages using SCCM console, testing the packages and requesting the packages in SCCM system.
• Scripting (VB, PowerShell)
• SPOC for all IT Questions. If not solvable, create, dispatch, monitor, escalate tickets
• Above Support task are deliverable via phone, remote, chat, onsite (SD-Offices)
• Oversee software installation by outside vendors.
• Documentation of IT related issues related to the application.
• Provides access and documents the process to ensure it can be repeated as needed