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Freelancers are encouraged to apply.
Role and Responsibilities
● Tier II support for supported devices and end user applications
● To assist users with any logged IT related incident and requests when escalated by Helpdesk or when called upon
● Follow Standard Operating Procedures, Exhaustive Technical and Operations Runbook, Incident Management and Escalation Procedures
● Install, upgrade, support and troubleshoot Windows, Mac Operating system and any other authorized desktop software/ applications
● Install, upgrade, support and troubleshoot Eligible Recipient Workspace Hardware such as Desktop, Laptops, Printers, Mobile Devices, Video and Conferencing Equipment and any other authorized peripheral equipment and devices
● Perform general preventative maintenance tasks on devices and software ●
Receive Service Requests/incidents indicating that supported end user or Supported Device Repair/maintenance is required, perform Diagnosis and Schedule supported End user and Supported Device Repair activity
● Coordinate with Third party or OEM vendors to resolve warranty claims for supported end users and Supported device incidents
● Use Manufacturer warranty, reseller replacement/repair policies to limit total repair costs with respect to pass-through expenses
● Use Manufacturer warranty, manufacturer technical support, to limit repair cost and facilitate incident resolution with respect to Pass-Through Expenses
● Order, provide, Install and test replacement parts for Supported End Users and Supported Devices
● Conduct performance Testing and enable users to perform functional testing on replacement Supported End Users and Supported Devices as required
● Adjust configuration options as per documented procedures
● Comply with all supported End user and Supported Device Warranty requirements/ restrictions
● Iron Mountain standard software installations/troubleshooting, driver updates, PC tuning activities, reimaging, security, encryption (BitLocker), antivirus.
● Application installation, support, user assistance (Iron Mountain standards such as Google suite, okta, vpn, dialpad, Adobe, Microsoft, iprocurement)
● Assist End user with Data restoration from backup media as requested for supported end users.
● Resolution of Standard Problems using SOPs & Knowledge Base, Remote Troubleshooting of Desktops ● To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible within SLAs; escalating incidents to other support teams where necessary
● To accurately record, update and document requests using the IT service Management Tool (Service Now)
● Provide Support for Planned Special Events as mutually agreed within the reasonable capacity
● Provide Support for Remote Office Locations for Supported End Users per documented procedures and Standards and for the agreed locations
Please note that it's a contract-based role.
Job Type: Full-time
Ability to commute/relocate:
- Bucharest, Ilfov: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- Are you willing to work on contract (1 year initially) basis?
Experience:
- Desktop support: 2 years (Required)
