JD: EUC L1
· Providing Field Service Support at the specified location within the committed service levels ensuring customer satisfaction
· Empathy, Accountability, Punctual, Passion for customer service/experience, Integrity, Good listener, Strong Communicator (verbal/written), Flexible, Patient, Confident and a team player who also is a self starter. Keeps up with innovation.
· Experience in relevant versions of MacOS, Windows, iOS and Citrix environments and application provisioning platforms.
· Hands on with Authentication protocols, AzureAD, AD, MDM solutions (like Intune), Ticket registration system, Printers, Scanners, Remote controlling tools, UC tooling/environments, PC, Mac and mobile.
· Additional focus on "Digital" sales driven applications/processes/environments
· Knowledge of ITIL, Agile fundamentals, knowledge centered support and lean thinking.
· Basic understanding of infrastructure, network and data security components.
· Additional focus on "Digital" sales infrastructure, Master data, SAP processes and seasonal driven aspects of the domain.
· Additional focus on "OMNI" retail infrastructure, retail traffic / data components, transaction processes and RFID
· Provide support for client end user devices such as laptops, Desktops and peripherals (Dell, HP, IBM, Lenovo, Apple), Mac & iOS devices (iPhone/iPad), Printers, Plotters, Digital Signage, Cameras, Video Conferencing equipment’s etc.
· Provide support for client approved software’s /applications like Adobe Suite,Anyconnect,Office suite,3d design tools,Data analytics,UC tools,MDM,App provisioning,WeConnect, DS App, Linebook, DAM Apps,PresEditor, ProdCatalog, Prodreader, HatchDS, SAP, PIM, CSDB, LinebookCMS, B2BWeb, Internet Browsers etc
· Raise ticket with OEM vendor in case of system under warranty and needs spare replacement and replace units which are classified under customer replaceable unit
· Support new joiner’s system installation and configuration classified under IMACD
· Perform all work efforts required for IMACs such as those included for installation and redeployment
· Act as a single point of contact for IMACD requests
· Authenticate each Service Request using agreed-upon authentication processes, including required
· Ensure all Service Requests for IMACs are in accordance with established procedures
· Contact the end-user and schedule an agreed time for the Service Request to take place
· Confirm Service Levels for end-users requesting service
· Document the IMACD in the ITSM tool and route a Ticket to the team performing the work
· Verify the IMACD occurred on schedule and contact end users to confirm their satisfaction
· Reschedule the IMACD, when necessary
· Resolve IMACD scheduling issues and escalate when required
· Follow the steps mentioned in the request raised and act according to the request – This request could contain multiple activities of data wipe, OS installation, hardware spare replacement etc.
· Onsite Support Service Partner would update the Asset management tool if any hardware allocated or de-allocated
· Mentor new technicians
· Provide priority support to identified users (VIP Support)
· Perform proactive health checks on weekly basis of VIP devices - Weekly visits to be held by Field Service engineers to ensure that VIP devices are functioning as per requirements
Behavioral Skills Required:
· Individual must have good customer facing skills and be well presented.
· Demonstrates independent and pro-active thinking
· Builds effective relationships both within the team and across the business and Professional Services
· Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
· Must be able to work alone and unsupervised, taking the initiative when necessary.
· Must be organized and prioritize work appropriately.
Job Type: Full-time
Salary: 30,000.00TRY - 35,000.00TRY per month
Ability to commute/relocate:
- Izmır: Reliably commute or planning to relocate before starting work (Required)
Language:
- English (Required)
- Turkish (Required)