Job Description :

Job Title: Desk Side Service (Field Service Technician)

Location: Keene, NH 03431

Duration: Contract

Project Work (Field Services)

  • New Build and Tech Refresh
  • New Site Setup
  • Office Moves
  • Site Power Down
  • Network Cabling
  • Site Survey - Obtain Infrastructure Blue Print, New Build and Tech Refresh
  • Determine Server Room Prerequisites
  • Acquisitions - Inventory of Existing Technologies, Tools, Applications, etc.
  • IT Hardware Procurement / disposal

Job Description

  • Being a CLIENT centric, lead and ensure end user provisioning within agreed time and quality.
  • To manage the overall operations and ensure that the standard of services provided to Client have improved.
  • Manage Operations during business hours from 8am local time and on occasions outside business hours and at weekends.
  • Coordinate with Technical Tracks to ensure uninterrupted Data Centre services.
  • Responsible to coordinate with all aspects of Data Centre facilities under the guidance of technical Teams Windows, Unix, Network, Voice, Storage, backup, etc.
  • Provide monitoring of Data Centre facilities and enable access to authorized personnel into the Data Centre
  • Manage the utilization of Data Centre facilities, including space, power and cooling infrastructure to ensure the
  • Unpack, unbox and inspect the equipment for physical damages before installation and make necessary arrangements for return for damage equipment under the guidance / direction of technical teams
  • Manage all Data Centre Cabling and perform all Cabling in accordance with industry standard best practices under the guidance / direction of technical teams
  • Manage the utilization of environmental equipment (including Data Centre UPS, power systems and backup generators), perform all systems preventive maintenance under the guidance / direction of technical teams
  • Responsible for the physical security of all Data Centre facility and equipment
  • Ability to participate and contribute during crisis times, assist team members/leads/ customer/ HCL Senior management, as needed
  • Proactive monitoring of the end to end customer service & Infrastructure.
  • Standardization and Optimization of existing process
  • Managing resolution of escalated Business Applications, System Issues within agreed SLA's.
  • Contribute in FAQ database for CLIENT and ensure the usage and updation.
  • Contribute in Known Error Database for CLIENT and ensure frequent update and usage.
  • Ensure RCA is done for all P1/ P2 cases and Knowledge base is updated to reduce/avoid the impact in future.
  • Good Analytical skills required to analyze and improve the day to day operations.
  • Delivering the SLA/KPI weekly/Monthly reports to the client and HCL management.
  • To implement and run ITIL processes and standards to achieve customer delight by doing IT Service Management.
  • Ensuring highest availability of Customer Service
  • Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's.
  • Work closely with help desk peers, RDS (L2) Team & other teams in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
  • Work closely and provide hands and feet support to infrastructure teams like Windows, Unix, Security, Network, VOIP, etc.
  • Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems.
  • Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments.
  • Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
  • Good knowledge in Networking like router, switch and basic Networking Skills.
  • Primary role could be a mix of Field Service Projects and equally DSS tasks on Steady State too.
  • The role may require extensive travelling with short notices of 3 8 hours of lead-time as well.

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