Technical Support Engineer
DeRisk Technologies, Italy

Scope of Work

• Maintain daily IT operations in Customer-owned locations to serve users' IT needs.
• Provide hands amp; feet support for Servers or Networking activities as required the specified location/facilities
• Support manufacturing-related IT equipment and applications in accordance with the SOP.
• Assist the remote party with resolution by performing physical activity under direction (e.g. Customer Network Team). Assistance with hardware break/fixes and vendor management (coordinating and ensuring service delivery)
• Installation, Move, Add, and Change (IMAC) of Customer IT Assets
• VIP Support - generally involves providing tailored and proactive IT support to the VIP targeted and ensuring they feel comfortable with the audio-visual equipment and peripherals being used.
• Support conference rooms, telepresence, network, internet, and voice services and equipment (ex: audio/video, networking, and unified communications)
• Management of non-PC IT equipment - maintain asset lists for non-PC devices, such as servers, printers, and phones. Respond to customers' requests for updates under the instructions and guidance of BH.
• Provide assistance in the purchase of non-PC IT equipment, including products and consumables related to IT.
• Receive goods using customer sourcing systems and following customer business policy amp; procedures.
• Support for non-PC IT equipment, such as scanners and printers, includes on-site triage and resolution recommendations. customer will provide specific training and instruction if needed.
• Mobile Phone Support Triage, asset Management, Configuration and Support as required.
• Support for special events (Internal and External), recurring meetings, or after hours will be required on Tamp;M chargeable basis Be responsible for Hamp;E aspects, collaborate with Desktop related infrastructure projects, OT networks, security and other systems under the guidance of end customer technical teams.
• The ability to speak English and the local language(C1/Native).

Key responsibilities of the Engineer:

Responds to and diagnoses complex hardware, software and network incidents under general supervision.

Prioritize and resolve customer and other team issues as soon as possible.

Ensure that incidents and requests are handled according to customer Priority Metrics. As needed, escalate tickets.

Comply with all IT service processes, procedures, and work instructions set by Customer, including its Code of Conduct and core values.

Participates actively in projects as assigned.

Perform Over Time duties when necessary (Pre-approved by Customer Team Leader)

Job Rewards and Benefits