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Your Mission
Tech Partner will act as a technical support for end users and supports them with their technology related queries and issues. They are responsible in providing support for Schneider Electric workplace and infrastructure equipment (including network related ones), physically on-location at Schneider Electric facilities.
Your Role Magic happens when you bring great people together!
End User Support
Workplace Equipment on site services
Desk-side support - provide Desk Side support services to end users when incidents cannot be resolved remotely through the Service Desk.
Hardware break and fix - provide HW Break & Fix support services to end users when hardware incidents need a replacement of defective whole unit by an equivalent one.
Enterprise IT web and mobile application support
VIP Support - Provide White-Glove support for VIPs / Senior Executives.
Non-Catalogued Onsite Services (Non-Standard Service Requests)
Manage and resolve user queries and issues received at walk-in IT desks (Tech Stops).
Provide technical support for digital and f2f special events such as annual meetings, Board meetings, training sessions, for both internal/external end users.
Training end users on how to operate office automation equipment as requested
Provide physical on-site and/or remote support services for end users in remote locations
Perform pro-active and on-demand health check of IT systems including, but not limited to printers, copiers, fax machines, scanners, and video conference equipment
Equipment, Infrastructure & Telecommunication
Daily Infrastructure Support Operations including Backup and Tape Management
Timely upgrade and build of Computers / Workstations as per Standard Operating Procedures (SOPs) to Schneider Electric standards to meet Global IT Requirements.
Allocation/ reallocation of Workstation to end users, and coaching of new joiners
Assist in the Movement / Distribution of IT Equipment whenever the need arises
Maintain the Physical inventory of IT Equipment register and reconciliation
Management of Server Rooms and Communication rooms ensure that the rooms are maintained to proper working standards
Working with the Global Helpdesk and other support teams to ensure incidents/ problems are resolved within SLA's
Work with external vendors and other internal departments to conduct tech refresh of IT assets, tracking order status, tracking delivery / installation status.
IMACD (Installation, Move, Add, Change, and Disposal Services) - Perform and support hardware and software IMACDs, installations, updates and downloads for desktops, laptops, smart phones/tablets and other mutually agreed devices as per Schneider standards
Hardware and Software Asset tracking - provide Asset Tracking services for Schneider workplace equipment. Ensure CMDB is updated to reflect required, accurate data for new equipment deployments, equipment reassignment, equipment returns, etc.
Eyes and Hand Support to server and network administration - provide Eyes & Hand support to operate technical task requests on infrastructure equipment, and under control of the remote administration team.
Support the entire LAN and WAN liaise with vendor to support telecommunication systems.
Liaise with Network operations, Connectivity teams, and service providers as required in restoring WAN link failures
Escort Services to external suppliers - Coordinate with external vendors for the service of location infrastructure components.
Level 1 support/responsibility to IT infrastructure - Provide L1 support wherever required for specific services.
Global Projects
Collaborate and Work with the global teams for the successful rollout and implementation of Global Initiatives in the market.
Vendor Management
Raise requisitions for any service from vendor
Track all request to procurement for the delivery of IT hardware and software and make follow-ups.
Track all equipment repair request and Warranty claims of third party
Track purchase orders and delivery with vendors
Qualifications
Bachelor's Degree in Computer Science, IT, Business Informatics or in a similar field
1-3 years of experience
Fluent English language skills (verbal & written)
Analytical and problem-solving skills
Overall technical understanding of latest IT platforms and services (e.g., collaboration tools, networking, hardware, cloud computing)
Hands-on experience with SCCM, AD, McAfee, MS Outlook, Office 365, Mobile Device Management
Knowledge of Telecommunication Systems, Computer Network Operations, and other application software.
Project and time management skills.
Understanding of ITIL processes.
Primary Location: Egypt
Other Locations: EG-Cairo-New Cairo
Schedule: Full-time
Unposting Date: Ongoing
