Centric - Support Engineer

For our client in east-flanders, we're looking for an IT Support Engineer

The following tasks are needed to keep the IT service running. In the larger sense, the IT services can be extended to the environmental services.

As no IT experts are on the plant, we do need a partner to help Americas to give a hand during installing, repairing, and altering equipment.

Cabling / patching

Devices need to be connected to switches, routers or other data communication equipment. During the installation process the devices to be connected, ports to be used and where to will be explained by Avril engineers.

Your task is making and checking the connection.

Install devices

New devices need to be installed in the plant. The location and way to be installed will be specified by the Avril engineers. Next to the installation on a desk, in a rack or other space, the cabling needs to be done.

Error finding on devices / cabling

It is possible that a malfunction is detected. A local intervention will be asked to make basic tests and verify cabling. Basic fault detection is a must.

Staging PC and laptops

New active devices (PC or Laptops) need to be set up with the correct profile.

Credentials for new users will be given by the helpdesk. 

After the staging an update of the CMDB needs to be made.

Documentation

A full documentation of used ports, used patching (copper and fiber) needs to be kept up to date and needs to be available on a shared drive. All modifications to the backbone cabling system need to be logged.

Proactive actions

As you, our IT partner, will be on site on a regular basis, we expect that you keep us informed on possible issues. For example running out of patching cables, power cables, free space in racks, temperature issues, leaking water, any issue that could put the correct IT functioning in danger.

All Staff are required to register their support requests through our ServiceNow environment.  This can be done through phone calls, mail and the MySerivces web-portal. The Proximity engineer will register any ad-hoc questions in ServiceNow for tracking / billing reasons.

The helpdesk support will be used for about 30 resources on site. These end-users will be able to contact the help desk.

During Conroe business hours a Level 1 support needs to be given. Escalation towards L2 or L3 can be done:

• For production impacting incidents, theOn-Duty Service can be called.
• All other incidents will be treated by an Avril agent during European Business hours.  

IT Management

• Intervening on the user's workstation in relay of the Service Desk
• Undertake escalation for networking related matters from desktop engineers, perform troubleshooting and hardware field replacement works for users.
• Troubleshoot production issues and network/security problems to fix any infra related issues and work with principal vendors and customers to provide the resolution within the proposed timelines.
• Provide user support if the Service Desk is not able to intervene remotely
• Make an escalation to the appropriate competence center, if necessary
• Manage local equipment, stock and asset management
• Take note of the diagnosis and the tests carried out by the Help Desk and complete, if necessary, the diagnosis according to an established procedure by relying on the tools at his disposal (logic trees, scenarios, etc.) and by implementing his technical knowledge
• Make changes to parts or the necessary settings and configurations
• Carry out preparation and installation operations for workstations or software
• Transport the equipment to the place of integration and to the user's office
• Carry out the installation operations in accordance with the instructions and anticipate certain personalization elements of the workstation
• Complete, following the instructions, the documents ensuring the traceability of the preparations made
• Guide users on their first day to discover their equipment and find their way within the Support process.

Solution Scope

Basic support needs to be given op O365, SAP and all used applications and software.

Next to the software support, some hardware support needs to be given on office printers, multifunction printers and scanners, Teams telephony, network connectivity.

Logging

All communication and documentation of tickets coming into the helpdesk need to be in English and logged into ServiceNow