Engineer MO01

TVS SCS RICO Italia is part of a multinational company specialized in providing a wide range of technological services throughout Europe including Break & Fix IMAC Service Desk Projects and Rollouts Help Desk End User Computer Deskside Support
TVS SCS is actively looking for an expert Engineer MO01 to join its team. The company employs experienced professionals who are dedicated to providing worldclass IT solutions.
As a Engineer MO01 you will have the opportunity to contribute to an environment that promotes innovation and growth. This position requires a deep understanding of ver technology and its application in solving business problems.
If you are looking for a challenging role that offers an interesting opportunity for professional growth this could be the perfect fit for you.

Tasks

Engineer MO01 will provide daily localremote support receive incoming calls answer questions troubleshoot problems and document steps taken to resolve hardware software and application issues in a ticketing system. The candidate will also be expected to facilitate resolution of customer calls and engage with their supervisors and managers to ensure operational consistency across all shifts within the IT support center.

The Engineer MO01 provides Break&Fix fault diagnosis and resolution services.
The ideal candidate should have at least 2 years of IT support experience.

Dedicated / Schedule

Onsite engineer will be responsible for:

• Incidents resolution.
• Service requests fulfilment.
• IMACDs (Install Move Add Change Dispose) request fulfilment.
• Hands and Eyes support for IT Infrastructure Devices.
• Meeting room IT equipment support maintenance with preventive checks periodically.
• IT vending machine support.
• End user support in Digital Bar where applicable.
• Planned / Unplanned Infra activities wherever needed including first level trouble shooting under guidance of concern team
• VIP support where applicable.
• Printing service support.
• Escorting of thirdparty engineers.
• Windows Mac Linux Support

Dedicated engineer will carry out a range of IT duties including resolving of incidents IMAC of CLIENT devices and services as well as daily IT responsibilities and IT administrative tasks. The Onsite engineer will also act as smart hands eyes and feet to work with third line and external support teams in areas such as the Data Centre Network Telephony Imaging Backup and Security to resolve. Engineer will also be a point of contact on the site for relevant IT related matters. The Onsite engineer may also become involved in assisting with the receipt and management of onsite stock spares requesting purchase of assets (not procurement) and updating IT systems (such as Asset DB) where the tools and processes are provided. The Onsite engineer and OSS team are not responsible for the procurement the asset management process or the tools but are responsible to follow the processes provided to place requests and updates.

The role of the Onsite engineer is to work within the process procedures and policies as defined by HCL Delivery and agreed with CLIENT.

Hands Feet Support

Hands & Eyes Support is a service that includes physical onsite engineer who can perform or troubleshoot issues. Onsite engineer can reboot server equipment report visual display information from devices perform basic troubleshooting with help and directions from resolver team.

Resolver group is contractually responsible for resolution of the incident. Technical knowledge/capability is provided from the resolver. OSS engineer is only performing steps that are being dictated by resolver team. OSS engineer will only be responsible for Hands and Feet support. Volume and/or duration of regular (predefined) tasks must kept to a minimum ensuring OSS SLAs responsibilities & resource synergies are not compromised.

Points below will be supported by Hans &E engineers. Further SOPs/ process will be incorporated below:

• Network/Security
• Server
• Hosting
• Printers/Print Providers
• Teleconference/Videoconference/Telepresence/AudioVisual
• Desk Phones
• Smart Phones & Smart devices / BYOD
• Other Devices/ Services (If Any)

Requirements

Minimum qualifications and skills required of the candidate
1. Minimum 2 years of experience in the IT sector. Windows Platform Microsoft Active Directory VMs.
2. Proven analytical skills excellent communication interpersonal and customer service skills.
3. Adaptable and flexible willing where necessary to work out of hours when required for projects or emergency support.
4. Knowledge of the Italian and English languages both colloquial and technical for use on a daily basis.

Benefits

• Corporate welfare
• Electronic meal voucher card
• Continuous and personalized learning path through access to eLearning platforms.

We offer: employment with a fixedterm contract of 1 year with the possibility of transformation to permanent.
Framework: metalworkers national collective labor agreement.
RAL and contractual level commensurate with actual experience in the role.