L2 Field Engineer

• Manage Desktop (software and connectivity) incidents through to resolution.
  


• Provide standard and approved software (operating systems and standard office applications) support and the remote management of Desktop Devices using appropriate tools).
  


• Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates.
  


• Analyse Service Desk calls for Desktop Devices and incident data to identify and advice Customer of any potential user training requirement and automation.
  


• Ensure that each Desktop Device is installed with the appropriate Desktop image.
  


• Monitor security profiles and anti-virus software on all Desktop Devices and take appropriate action in the event of non-compliance with security requirements
  

Requirements

Tasksmayinclude,butarenotlimitedto:

oIncidentmanagement&resolution.

oProvidesupportforremotesitesinandaroundtheRegion.

oAfterhourson-callsupportforrequestedsites.

oProvidesupporttootherHPITsupportteamsasneeded.

oParticipateinoperationalmeetingsasrequired

oLANandVoiceMACD

oMaintainandupdateexistingnetworkinfrastructure.Thisincludes:

oAddingconnectivitybetweenlabs,officesandnetworkequipmentviacopperandfibre

oEnsuringthatalllinkshavebeentested,jumperslabelledanddocumentedandplacedonthepropersubnet

(testingplanprovidedbyimplementationengineer)

oRemovecablesnolongerinusefollowingappropriateprocedures

oTroubleshootandrepairsystemconnectionsasneeded

oCommunicatewithHPengineersregardingcapacityofnetworkequipmentsothatnecessarycablingand

hardwarechangescanbemadetoensureportavailability

oAssembleandinstallswitchingequipmentunderthedirectionofnetworkengineer.

oMaintainswitchinformation:namingandpatchingaccordingtoHP sstandards

oInstallnetworkcardsasneededonswitchesandswitchinghubs

oMountallnetworkhardwareandlabelledwithproperIPaddressandsystemname

oWhererequired,maintaininventoryofspareequipment,operatingsupplies,andcables.Thiswillinclude

creatingand/ormaintainingspreadsheetsand/orotherdocumentationregardinginventorylevels

oCreateandmaintainaccuratedocumentationregardingHP ssitesCablingSupportservice

oSendrepresentationtoappropriateplatformmeetingsandothermeetingsthataffecttheservicebeing

supported

oDemonstrateleadershipinidentifyingandimplementingbestpracticesintheformofprocessandquality

improvementsfortheservicessupported.Allchanges/implementationsmustbeapprovedbyHPpriortobeing

completed

oHardwareDepot/HardwareRecoveryCentresupport

oLoanerequipmentmanagement.

oPartsOrderingandinventorymanagement.

oShippingandReceivingmanagement.

otoprovisionauthenticationhardwarelikeactivecardsmartcards,ActiveKeys,andsmartcardreadersfor

usersusingHPinternalsystems.

oNewPCsetup,install,re-imageandEnd-userdatatransfer.

oSystemsoftware&hardwaresupportinPC s.

EssentialSkills(behavioural/technical/languageskills)

1.SLAandticketpriority

2.English&LocalLanguage

3.Abilitytomanagescheduleonmultipleprojects

4.VehicleandLicense

Tasks may include, but are not limited to: o Incident management & resolution. o Provide support for remote sites in and around the Region. o After hours on-call support for requested sites. o Provide support to other HPIT support teams as needed. o Participate in operational meetings as required o LAN and Voice MACD o Maintain and update existing network infrastructure. This includes: o Adding connectivity between labs, offices and network equipment via copper and fibre o Ensuring that all links have been tested, jumpers labelled and documented and placed on the proper subnet (testing plan provided by implementation engineer) o Remove cables no longer in use following appropriate procedures o Troubleshoot and repair system connections as needed o Communicate with HP engineers regarding capacity of network equipment so that necessary cabling and hardware changes can be made to ensure port availability o Assemble and install switching equipment under the direction of network engineer. o Maintain switch information: naming and patching according to HP s standards o Install network cards as needed on switches and switching hubs o Mount all network hardware and labelled with proper IP address and system name o Where required, maintain inventory of spare equipment, operating supplies, and cables. This will include creating and/or maintaining spreadsheets and/or other documentation regarding inventory levels o Create and maintain accurate documentation regarding HP s sites Cabling Support service o Send representation to appropriate platform meetings and other meetings that affect the service being supported o Demonstrate leadership in identifying and implementing best practices in the form of process and quality improvements for the services supported. All changes/implementations must be approved by HP prior to being completed o Hardware Depot/ Hardware Recovery Centre support o Loaner equipment management. o Parts Ordering and inventory management. o Shipping and Receiving management. o to provision authentication hardware like active card smart cards, Active Keys, and smart card readers for users using HP internal systems. o New PC setup, install, re-image and End-user data transfer. o System software & hardware support in PC s. Essential Skills (behavioural/technical/ language skills) 1. SLA and ticket priority 2. English & Local Language 3. Ability to manage schedule on multiple projects 4. Vehicle and License