Support Engineer

Description:

Hardware Maintenance Break/Fix:

• Provide multi-vendor hardware maintenance and support for desktops, laptops, and associated equipment.
• Hardware maintenance services will be provided by dedicated on-site or dispatched engineers with the relevant skills and customer training.

Deskside Software Support:

• For software support issues not resolved by the Service Desk, Deskside Software Support (DSS) will be dispatched as needed.
• When DSS is required, a Supplier engineer with the appropriate skill level will be sent to the end user location to perform software diagnosis and problem resolution.

DSS Services include onsite resources to:

• Assist in implementing software corrective actions where the end user has been unsuccessful under the direction of the Service Desk.
• Re-image end user devices.
• Reinstall existing application software.
• Install new software.
• Troubleshoot Commercial Off-The-Shelf (COTS), Operating System, and Desktop Configuration issues.
• Perform software diagnostics on behalf of the end user in cases where the end user has been unsuccessful under the direction of the Service Desk.
• Obtain and relay information to a centralized support facility in cases where the end user lacks the technical knowledge to do so.
• Handle customer-specific asset management where applicable.

Installs, Moves, Adds, Changes, De-Installations (IMACD):

• IMACDs occur either as ad hoc requirements or as planned activities with associated SLAs.
• Unplanned or day-to-day IMACD activity is handled in the same manner as hardware maintenance or DSS dispatched support services.
• Products generally include desktop and laptop computers, printers, network devices, and associated peripherals.

This includes the following activities:

• Install/De-install equipment.
• Install/De-install software.
• Move equipment within a site or between customer sites.
• Add features and software to desktops and laptops.
• Change the configuration of laptops and desktops.
• Move de-installed equipment to the customer’s storage area.