General Information Location Lac Job ID 4917 Job Category Information Technology (IT) Language Requirement English Description & requirements Description

The On-Site IT Service Delivery Engineer (ITSDE) is responsible to maintain the proper functioning of desktop and local telephony infrastructure, including computers, peripheral devices, and communication equipment, within a specific site or geography. They ensure system reliability and provide user support for computers and operating systems. Additionally, they offer on-site assistance for centrally managed applications and infrastructure, such as network devices, servers, and local data centers, working under the guidance of the central IT Delivery SSC.

MAIN RESPONSIBILITIES

Provides administration and maintenance of IT hardware and software in production in conjunction with  the central IT Service Delivery team.  Provides additional support for all applications and technologies that are site, or country specific in  conjunction with the central IT Service Delivery & Development teams.  Executes deployment of IT solutions in their geography according to specifications and procedures from  global IT Service Deliver, IT Architects or IT Bid team, generally as part of a project lead by a project manager Coordinate, under a designated control from the central IT Service Delivery SSC, to ensure compliance  with the Organization's IT standards, policies; ensure the application of hardware and software security standards and procedures in accordance with organizational policy. Collaborates with cluster IT management (ITBP), central IT Service Delivery, IT Governance in the management of the site/geography IT infrastructure, such as desktops, printers, servers, software, asset inventory and standard network services.  Participates in the operation and maintenance of departmental/cluster production and administrative applications. Apply security policies, participate in the implementation of measures defined for this purpose and monitor compliance therewith.  Monitor and assist when necessary to ensure effective co-ordination of first-line and corporate and global IT Service Delivery services to users. Maintain close working relations with representatives of Contractors and Technology partners for new service/equipment quotes (working with IT Procurement), after sales licenses and warranty support. ∙ Provide support to users, incident resolution and advice on the correct use of the system following submission of a ticket into ServiceNow. Recover damaged or eliminated files from local desktop or laptop PC’s implementing preventive action in turn. Maintain documentation for site infrastructure as part of the Configuration Management process and client/campaign technical infrastructure in conjonction with the TAM. Perform other IT related duties as required. QUALIFICATIONS∙
Minimum studies: Diploma or advanced vocational training in Information Technology. University training  in Information Technology is an advantage. Specific training and/or work experience in Networks and Communications is an asset.  ∙ Experience in administration and maintenance of IT infrastructure, e.g. workstations, laptops, servers, cabling and racking, backup and recovery system management, HW/SW inventory. Experience in HW/SW installation. Good understanding of data network technologies.Good understanding of digital and IP telephony.Advanced knowledge of MS Office applications. Good knowledge of Service Desk-, Incident Management or another problem reporting tool for help desk  operations. Good knowledge of MS Windows operating systems and standard services such as, DHCP, DNS &  WINS

Information technology 

Office package (Word/Excel/PowerPoint): Intermediate level. Google Apps: Intermediate level. E-mail Communication: Intermediate level. Operating Systems - Intermediate/High level. Networks and Communications: Intermediate level Periphery devices and components: High level. Databases - Intermediate level. 

Previous experience 

External selection: Minimum two years' experience in a similar post, and experience in companies  belonging to the Contact Centre sector is an advantage. Internal promotion: May also originate from any post if he/she complies with the required profile.


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