Job Description

Job Summary

JD for onsite FSO support role:rnThe 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.rnGeneral Field Support / Deskside Engineer Onsite supporter tasks:rnIT support (incidents, service requests, general queries) by phone, remote access, mail and onsite viarnattendance in person.rnResolving (fulfilling) incidents (support requests) and document the actions in an approved servicerndesk tool (ServiceNow).rnRollout and implementation of IT equipment (PCs, notebooks, Cisco phones, iPhones, iPads, mobilernphones and so on) incl. quality check. Basic understanding of Device Server ManagementrnSupport and implementation/deployment of applications and other workplace softwarernMoves and changes support.rnInterface between IT Operations, customers and external IT-Service-provider.rnInventory and asset management and care of hardware rnSupport Cisco devices / Surface hubsrnReporting and management tasks:rnEnhanced processing of incident and support requests in defined cases. Manage escalation to seniorrnmanagers as requiredrnObservance of processes, internal requirements and service level agreements.rnCustomized reporting of adherence to service level agreements as agreed.rnKnowledge management and information sharing with colleagues. Maintain suitable KnowledgernBase.rnRequired skills:rnGeneral:rnTicket system Service NowrnBasic understanding of Active directoryrnMobile Device ManagementrnTroubleshooting issues related to Desktop/Laptop/Printers/oScanners/Video Conferencing Equipment’s/Mobile DevicesrnCommunicative, friendly, and reliablernGood level of spoken and written EnglishrnBasic Technical skills:rnMicrosoft Office 365rnWindows 10/11rnMicrosoft VisiornHardware (PC/Notebooks/Printers)rnSecurity know howrnCisco devices understanding /Surface Hubsrn rnEnhanced Technical skills:rnStructure and functionality of IT networks and the components (basic)rnMicrosoft Active DirectoryrnMobile Office (VPN-Solution, iOS devices)rnITIL or process knowhowrnIT Security rnNetworking basic understandingrn Read More ...

Key Responsibilities

JD for onsite FSO support role:rnThe 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.rnGeneral Field Support / Deskside Engineer Onsite supporter tasks:rnIT support (incidents, service requests, general queries) by phone, remote access, mail and onsite viarnattendance in person.rnResolving (fulfilling) incidents (support requests) and document the actions in an approved servicerndesk tool (ServiceNow).rnRollout and implementation of IT equipment (PCs, notebooks, Cisco phones, iPhones, iPads, mobilernphones and so on) incl. quality check. Basic understanding of Device Server ManagementrnSupport and implementation/deployment of applications and other workplace softwarernMoves and changes support.rnInterface between IT Operations, customers and external IT-Service-provider.rnInventory and asset management and care of hardware rnSupport Cisco devices / Surface hubsrnReporting and management tasks:rnEnhanced processing of incident and support requests in defined cases. Manage escalation to seniorrnmanagers as requiredrnObservance of processes, internal requirements and service level agreements.rnCustomized reporting of adherence to service level agreements as agreed.rnKnowledge management and information sharing with colleagues. Maintain suitable KnowledgernBase.rnRequired skills:rnGeneral:rnTicket system Service NowrnBasic understanding of Active directoryrnMobile Device ManagementrnTroubleshooting issues related to Desktop/Laptop/Printers/oScanners/Video Conferencing Equipment’s/Mobile DevicesrnCommunicative, friendly, and reliablernGood level of spoken and written EnglishrnBasic Technical skills:rnMicrosoft Office 365rnWindows 10/11rnMicrosoft VisiornHardware (PC/Notebooks/Printers)rnSecurity know howrnCisco devices understanding /Surface Hubsrn rnEnhanced Technical skills:rnStructure and functionality of IT networks and the components (basic)rnMicrosoft Active DirectoryrnMobile Office (VPN-Solution, iOS devices)rnITIL or process knowhowrnIT Security rnNetworking basic understandingrn Read More ...

Skill Requirements

JD for onsite FSO support role:rnThe 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.rnGeneral Field Support / Deskside Engineer Onsite supporter tasks:rnIT support (incidents, service requests, general queries) by phone, remote access, mail and onsite viarnattendance in person.rnResolving (fulfilling) incidents (support requests) and document the actions in an approved servicerndesk tool (ServiceNow).rnRollout and implementation of IT equipment (PCs, notebooks, Cisco phones, iPhones, iPads, mobilernphones and so on) incl. quality check. Basic understanding of Device Server ManagementrnSupport and implementation/deployment of applications and other workplace softwarernMoves and changes support.rnInterface between IT Operations, customers and external IT-Service-provider.rnInventory and asset management and care of hardware rnSupport Cisco devices / Surface hubsrnReporting and management tasks:rnEnhanced processing of incident and support requests in defined cases. Manage escalation to seniorrnmanagers as requiredrnObservance of processes, internal requirements and service level agreements.rnCustomized reporting of adherence to service level agreements as agreed.rnKnowledge management and information sharing with colleagues. Maintain suitable KnowledgernBase.rnRequired skills:rnGeneral:rnTicket system Service NowrnBasic understanding of Active directoryrnMobile Device ManagementrnTroubleshooting issues related to Desktop/Laptop/Printers/oScanners/Video Conferencing Equipment’s/Mobile DevicesrnCommunicative, friendly, and reliablernGood level of spoken and written EnglishrnBasic Technical skills:rnMicrosoft Office 365rnWindows 10/11rnMicrosoft VisiornHardware (PC/Notebooks/Printers)rnSecurity know howrnCisco devices understanding /Surface Hubsrn rnEnhanced Technical skills:rnStructure and functionality of IT networks and the components (basic)rnMicrosoft Active DirectoryrnMobile Office (VPN-Solution, iOS devices)rnITIL or process knowhowrnIT Security rnNetworking basic understandingrn Read More ...

Other Requirements

JD for onsite FSO support role:rnThe 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.rnGeneral Field Support / Deskside Engineer Onsite supporter tasks:rnIT support (incidents, service requests, general queries) by phone, remote access, mail and onsite viarnattendance in person.rnResolving (fulfilling) incidents (support requests) and document the actions in an approved servicerndesk tool (ServiceNow).rnRollout and implementation of IT equipment (PCs, notebooks, Cisco phones, iPhones, iPads, mobilernphones and so on) incl. quality check. Basic understanding of Device Server ManagementrnSupport and implementation/deployment of applications and other workplace softwarernMoves and changes support.rnInterface between IT Operations, customers and external IT-Service-provider.rnInventory and asset management and care of hardware rnSupport Cisco devices / Surface hubsrnReporting and management tasks:rnEnhanced processing of incident and support requests in defined cases. Manage escalation to seniorrnmanagers as requiredrnObservance of processes, internal requirements and service level agreements.rnCustomized reporting of adherence to service level agreements as agreed.rnKnowledge management and information sharing with colleagues. Maintain suitable KnowledgernBase.rnRequired skills:rnGeneral:rnTicket system Service NowrnBasic understanding of Active directoryrnMobile Device ManagementrnTroubleshooting issues related to Desktop/Laptop/Printers/oScanners/Video Conferencing Equipment’s/Mobile DevicesrnCommunicative, friendly, and reliablernGood level of spoken and written EnglishrnBasic Technical skills:rnMicrosoft Office 365rnWindows 10/11rnMicrosoft VisiornHardware (PC/Notebooks/Printers)rnSecurity know howrnCisco devices understanding /Surface Hubsrn rnEnhanced Technical skills:rnStructure and functionality of IT networks and the components (basic)rnMicrosoft Active DirectoryrnMobile Office (VPN-Solution, iOS devices)rnITIL or process knowhowrnIT Security rnNetworking basic understandingrn Read More ...