IT Support Technician

• perform the activities in Tech Bar, Dedicated, Hypercare and ClusterSites;a.
• provide hardware and software support, including troubleshooting,for supported devices (being devices on HCL/Customers approvedlist).
• In respect of hardware issues, this includes identifying thedefective component(s) in the device and coordinating with the OEMfor warranty replacement;c.
• provide a loaner device to End User where the assigned device hasfailed and is not workable.
• The Partner shall co-ordinate with OEMsfor part replacement or hardware replacement to the failed device;d.
• communicate with the End User once the device is repaired and isready for reassignment to the End User.
• The Partner will collect theloaner device from the End User and update the CMDB;e.
• troubleshoot issues around configuration and performance toResolve Incidents, Service Requests and Problems;f.
• coordinate with the IT Service Desk and all other necessary resolvergroups and Third-Party providers resolver groups to manage allonsite Incidents and Service Requests to Resolution and Closure;g.
• visit an End User desk to resolve the issue reported;h.
• schedule a visit for Cluster Sites and resolve incidents and servicerequests at those sites as required;i.
• resolve the ticket post receiving confirmation from End User;j.
• Provide escorting of third-party vendors as required by business;k.
• provide reasonable commercial efforts support for scheduled afterbusiness hour support.
• The Partner shall also provide the rate cardwhich HCL can avail and request for additional resource for afterbusiness hour support;l.
• visit the HCL/Customers BCP DR Site every quarter and perform ahealth check for the devices.
• HCL shall provide the policy, procedureduring Transition;m.
• dispose devices with Third Party disposal company as per agreedstandards with the HCL/Customer;n.
• update and maintain accuracy of CMDB;o.
• provide desk-side orientation training, not to exceed thirty (30)minutes per End User**Service Asset Management**Asset Management controls all assets owned by the organization throughout their life cycleand maintains accurate information about them in the HCL/Customer CMDB (ConfigurationManagement Data Base).
• The aspects of asset control include inventory, contractual(licensing, maintenance), ownership, location, relationship between assets and informationon how these assets have been configured.
• Partner shall support Asset Managementrequirements.
• (y) As part of Service Asset Management, Partner shall perform activities to ensurethat the CMDB is as accurate as possible.
• These will include comparing the listof CI/Assets in the CMDB to other relevant data sources (eg Active Directory,Partner deployed tools) to identify discrepancies, random sample physical auditsand other relevant procedures like confirming the details when a user calls theService Desk.
• Tipo de vaga: Efetivo CLTHorário de trabalho:- Turno de 8 horas

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