Job Summary

JD for onsite FSO support role:\r\nThe Workplace function is responsible for managing and supporting the workplace environment (hardware, software, IT processes) ensuring our customers receive a positive experience. The Field Engineer role is a key role within the Workplace function. The Field Engineer is responsible for interacting with customers to deliver effective services and support and to address incidents and/or problems reported by the customer. In respect of incidents and IT service requests the Field Engineer is acting or coordinating on behalf of IT Operations as a whole which means events may not be limited to the workplace environment only. Furthermore, support may not be limited to internal IT Operations functions but could include other IT departments.\r\nGeneral Field Support / Deskside Engineer Onsite supporter tasks:\r\nIT support (incidents, service requests, general queries) by phone, remote access, mail and onsite via\r\nattendance in person.\r\nResolving (fulfilling) incidents (support requests) and document the actions in an approved service\r\ndesk tool (ServiceNow).\r\nRollout and implementation of IT equipment (PCs, notebooks, Cisco phones, iPhones, iPads, mobile\r\nphones and so on) incl. quality check. Basic understanding of Device Server Management\r\nSupport and implementation/deployment of applications and other workplace software\r\nMoves and changes support.\r\nInterface between IT Operations, customers and external IT-Service-provider.\r\nInventory and asset management and care of hardware \r\nSupport Cisco devices / Surface hubs\r\nReporting and management tasks:\r\nEnhanced processing of incident and support requests in defined cases. Manage escalation to senior\r\nmanagers as required\r\nObservance of processes, internal requirements and service level agreements.\r\nCustomized reporting of adherence to service level agreements as agreed.\r\nKnowledge management and information sharing with colleagues. Maintain suitable Knowledge\r\nBase.\r\nRequired skills:\r\nGeneral:\r\nTicket system Service Now\r\nBasic understanding of Active directory\r\nMobile Device Management\r\nTroubleshooting issues related to Desktop/Laptop/Printers/oScanners/Video Conferencing Equipment’s/Mobile Devices\r\nCommunicative, friendly, and reliable\r\nGood level of spoken and written English\r\nBasic Technical skills:\r\nMicrosoft Office 365\r\nWindows 10/11\r\nMicrosoft Visio\r\nHardware (PC/Notebooks/Printers)\r\nSecurity know how\r\nCisco devices understanding /Surface Hubs\r\n \r\nEnhanced Technical skills:\r\nStructure and functionality of IT networks and the components (basic)\r\nMicrosoft Active Directory\r\nMobile Office (VPN-Solution, iOS devices)\r\nITIL or process knowhow\r\nIT Security \r\nNetworking basic understanding\r\n Read More ...

Key Responsibilities

JD for onsite FSO support role:\r\nThe Workplace function is responsible for managing and supporting the workplace environment (hardware, software, IT processes) ensuring our customers receive a positive experience. The Field Engineer role is a key role within the Workplace function. The Field Engineer is responsible for interacting with customers to deliver effective services and support and to address incidents and/or problems reported by the customer. In respect of incidents and IT service requests the Field Engineer is acting or coordinating on behalf of IT Operations as a whole which means events may not be limited to the workplace environment only. Furthermore, support may not be limited to internal IT Operations functions but could include other IT departments.\r\nGeneral Field Support / Deskside Engineer Onsite supporter tasks:\r\nIT support (incidents, service requests, general queries) by phone, remote access, mail and onsite via\r\nattendance in person.\r\nResolving (fulfilling) incidents (support requests) and document the actions in an approved service\r\ndesk tool (ServiceNow).\r\nRollout and implementation of IT equipment (PCs, notebooks, Cisco phones, iPhones, iPads, mobile\r\nphones and so on) incl. quality check. Basic understanding of Device Server Management\r\nSupport and implementation/deployment of applications and other workplace software\r\nMoves and changes support.\r\nInterface between IT Operations, customers and external IT-Service-provider.\r\nInventory and asset management and care of hardware \r\nSupport Cisco devices / Surface hubs\r\nReporting and management tasks:\r\nEnhanced processing of incident and support requests in defined cases. Manage escalation to senior\r\nmanagers as required\r\nObservance of processes, internal requirements and service level agreements.\r\nCustomized reporting of adherence to service level agreements as agreed.\r\nKnowledge management and information sharing with colleagues. Maintain suitable Knowledge\r\nBase.\r\nRequired skills:\r\nGeneral:\r\nTicket system Service Now\r\nBasic understanding of Active directory\r\nMobile Device Management\r\nTroubleshooting issues related to Desktop/Laptop/Printers/oScanners/Video Conferencing Equipment’s/Mobile Devices\r\nCommunicative, friendly, and reliable\r\nGood level of spoken and written English\r\nBasic Technical skills:\r\nMicrosoft Office 365\r\nWindows 10/11\r\nMicrosoft Visio\r\nHardware (PC/Notebooks/Printers)\r\nSecurity know how\r\nCisco devices understanding /Surface Hubs\r\n \r\nEnhanced Technical skills:\r\nStructure and functionality of IT networks and the components (basic)\r\nMicrosoft Active Directory\r\nMobile Office (VPN-Solution, iOS devices)\r\nITIL or process knowhow\r\nIT Security \r\nNetworking basic understanding\r\n Read More ...

Skill Requirements

JD for onsite FSO support role:\r\nThe Workplace function is responsible for managing and supporting the workplace environment (hardware, software, IT processes) ensuring our customers receive a positive experience. The Field Engineer role is a key role within the Workplace function. The Field Engineer is responsible for interacting with customers to deliver effective services and support and to address incidents and/or problems reported by the customer. In respect of incidents and IT service requests the Field Engineer is acting or coordinating on behalf of IT Operations as a whole which means events may not be limited to the workplace environment only. Furthermore, support may not be limited to internal IT Operations functions but could include other IT departments.\r\nGeneral Field Support / Deskside Engineer Onsite supporter tasks:\r\nIT support (incidents, service requests, general queries) by phone, remote access, mail and onsite via\r\nattendance in person.\r\nResolving (fulfilling) incidents (support requests) and document the actions in an approved service\r\ndesk tool (ServiceNow).\r\nRollout and implementation of IT equipment (PCs, notebooks, Cisco phones, iPhones, iPads, mobile\r\nphones and so on) incl. quality check. Basic understanding of Device Server Management\r\nSupport and implementation/deployment of applications and other workplace software\r\nMoves and changes support.\r\nInterface between IT Operations, customers and external IT-Service-provider.\r\nInventory and asset management and care of hardware \r\nSupport Cisco devices / Surface hubs\r\nReporting and management tasks:\r\nEnhanced processing of incident and support requests in defined cases. Manage escalation to senior\r\nmanagers as required\r\nObservance of processes, internal requirements and service level agreements.\r\nCustomized reporting of adherence to service level agreements as agreed.\r\nKnowledge management and information sharing with colleagues. Maintain suitable Knowledge\r\nBase.\r\nRequired skills:\r\nGeneral:\r\nTicket system Service Now\r\nBasic understanding of Active directory\r\nMobile Device Management\r\nTroubleshooting issues related to Desktop/Laptop/Printers/oScanners/Video Conferencing Equipment’s/Mobile Devices\r\nCommunicative, friendly, and reliable\r\nGood level of spoken and written English\r\nBasic Technical skills:\r\nMicrosoft Office 365\r\nWindows 10/11\r\nMicrosoft Visio\r\nHardware (PC/Notebooks/Printers)\r\nSecurity know how\r\nCisco devices understanding /Surface Hubs\r\n \r\nEnhanced Technical skills:\r\nStructure and functionality of IT networks and the components (basic)\r\nMicrosoft Active Directory\r\nMobile Office (VPN-Solution, iOS devices)\r\nITIL or process knowhow\r\nIT Security \r\nNetworking basic understanding\r\n Read More ...

Other Requirements

JD for onsite FSO support role:\r\nThe Workplace function is responsible for managing and supporting the workplace environment (hardware, software, IT processes) ensuring our customers receive a positive experience. The Field Engineer role is a key role within the Workplace function. The Field Engineer is responsible for interacting with customers to deliver effective services and support and to address incidents and/or problems reported by the customer. In respect of incidents and IT service requests the Field Engineer is acting or coordinating on behalf of IT Operations as a whole which means events may not be limited to the workplace environment only. Furthermore, support may not be limited to internal IT Operations functions but could include other IT departments.\r\nGeneral Field Support / Deskside Engineer Onsite supporter tasks:\r\nIT support (incidents, service requests, general queries) by phone, remote access, mail and onsite via\r\nattendance in person.\r\nResolving (fulfilling) incidents (support requests) and document the actions in an approved service\r\ndesk tool (ServiceNow).\r\nRollout and implementation of IT equipment (PCs, notebooks, Cisco phones, iPhones, iPads, mobile\r\nphones and so on) incl. quality check. Basic understanding of Device Server Management\r\nSupport and implementation/deployment of applications and other workplace software\r\nMoves and changes support.\r\nInterface between IT Operations, customers and external IT-Service-provider.\r\nInventory and asset management and care of hardware \r\nSupport Cisco devices / Surface hubs\r\nReporting and management tasks:\r\nEnhanced processing of incident and support requests in defined cases. Manage escalation to senior\r\nmanagers as required\r\nObservance of processes, internal requirements and service level agreements.\r\nCustomized reporting of adherence to service level agreements as agreed.\r\nKnowledge management and information sharing with colleagues. Maintain suitable Knowledge\r\nBase.\r\nRequired skills:\r\nGeneral:\r\nTicket system Service Now\r\nBasic understanding of Active directory\r\nMobile Device Management\r\nTroubleshooting issues related to Desktop/Laptop/Printers/oScanners/Video Conferencing Equipment’s/Mobile Devices\r\nCommunicative, friendly, and reliable\r\nGood level of spoken and written English\r\nBasic Technical skills:\r\nMicrosoft Office 365\r\nWindows 10/11\r\nMicrosoft Visio\r\nHardware (PC/Notebooks/Printers)\r\nSecurity know how\r\nCisco devices understanding /Surface Hubs\r\n \r\nEnhanced Technical skills:\r\nStructure and functionality of IT networks and the components (basic)\r\nMicrosoft Active Directory\r\nMobile Office (VPN-Solution, iOS devices)\r\nITIL or process knowhow\r\nIT Security \r\nNetworking basic understanding\r\n Read More ...