IT Support Engineer

Service Provider shall perform the following inscope tasks:

Incident management problem management change management request fulfillment hands and feet support for the belowmentioned assets (not limited to)

Endpoint Devices (e.g. Desktops/Laptop/MacBook/Notebook/Tablets/Mobile devices) and associated system software.

Virtual Desktop Infrastructure devices and thin clients

Handheld computing hardware devices and associated system software (i.e. smartphones and tablets)

IP & analog phones

Audio & Video conferencing endpoint devices

Projectors

Management of Local Servers File & Print services Management

Coordinate with the Service Desk and other necessary entities including third parties and End Client support organizations to provide the technical support services

Basic troubleshooting of LAN WAN & WLAN

Vulnerability management ( limited to Laptops and Desktops.)

Level 1 Mobile device management

Incident Management and ticket routing and followup Level 2

Level 1 management of voice and data cabling/services

Routine checkup of Server room facilities and common services like meeting rooms VC rooms and conferencing facilities

Lifecycle replacements and PC imaging

Coordinate with End User or other site staff to schedule technical support at End Client

Inc locations in response to an escalated Incident or Service Request

Troubleshoot diagnose and resolve Incidents for devices and software including removing and repairing physically broken or inoperable devices

Conduct tests of repaired device to ensure such device operates appropriately and contains the End User images

Provide instructions and usage assistance to End Users with respect to devices and software (e.g. installation instructions provide howto assistance). Client responsible for providing instructions/guides to Service Provider Technicians to be shared with End Users.

Assist End Users in the execution of data backups or in restoring lost or damaged files from file backups of local drives

Provide parts replacement for equipment problems and if replacement parts are not available submit a Service Request with the Client for followup replacement

Replace devices through warranty services that cannot be repaired onsite as appropriate

Provide immediate replacement devices (e.g. hot swaps) for devices that cannot be repaired onsite

Restore work area to prerepair condition upon completion of any End User support activity

Obtain End User acknowledgement for completion of Service Requests

Provide Smart Hands & Feet support for audio and visual conference room support Including End Client campus locations (e.g. setups breakfix technical support)

Service Requests logged at Designated End Client locations during designated service hours.

Configure all BIOS and hardware settings if required as per the Standard Operating Procedures ( SOP ) provided by Client or the Customer.

Configure Operating System settings and system drivers if required as per the SOP provided by Client or the Customer.

Configure all Applications included within the Core Image and any base Layered applications.

Ensure that encryption authentication VPN and other access management Software are configured in accordance with Customer Policies and procedures; and ensure that network connectivity settings are properly Configured.

Test patches to enduser device software while providing Services on an end user laptop or PC.

Implement and deploy End User device software patches in alignment with End Client corporate compliance policies

Implement and deploy End User device hardware upgrades and software patches in alignment with End Client corporate compliance policies

Decommission End User Equipment from the End Client asset systems upon the decommissioning/removal from the End Client environment

Requirements

• Candidate must have at least 3 years of experience in Desktop Support.
  
• Candidate must be fluent in English and Thai language (Mandatory)
  
• Candidate must have a drivers license.