Provide onsite support to Authorized Users with operational and technical support and to meet specified SLAs
Provide content knowledge and expertise for strategic Global Resilience, Security and Transformation (GRST) projects; act as key stakeholder/project team member
Resolve incidents and problems associated with EUC equipment
Perform reactive troubleshooting to effectively identify potential incidents or problems, and attempt to eliminate them to occur in the future
Support Authorized Uses connecting or attempting to connect to the corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segments
Provide repair and maintenance for mobile devices as needed
Install, upgrade, and repair EUC equipment (desktops, laptops, monitors, and associated peripherals)
Provide software break/fix services and replacement of non-warranty assets for end users
Provide network printers and scanner network connectivity, including providing network support for device configuration, IP addressing, and direct TCP/IP output
Provide warranty and break/fix support for networked printers and scanners
Provide VIP support for equipment, including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, directly attached printers, local printers, scanners, wireless networking, etc.
Provide on-site hardware support for general troubleshooting and problems for end-user computing technologies
Provide regular, accurate, and timely feedback regarding customer requirements which shall include supervising assignments and maintaining timely communication with sales, operations, and branch office personnel.
Utilize problem management database and systems to track and report on customer calls and requests.
Communicate technical information to technical and non-technical teams and customers.
Provide onsite and remote support to Authorized Users
Define global solutions and policy
SME, as well as experience in architects and/or engineers.
Deskside support services as required.

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