Deskside Support

**Service Deliverables**:

- Provide onsite and desk side support services to end users.
- Troubleshoot PC related problems at the direction of client level 2 or SPOC.
- Complete incidents and requests within SLA in pressurized environment.
- Ensure tickets are updated on a daily basis.
- Support meeting room environment and video conferencing.
- Support printers, scanners and other peripherals.
- Support mobile devices, such as iPads, iPhones and Android devices.
- End-User Data back-up and restoration when required in the course of a service incident.
- Smart hands support for data center equipment as per required SLA (in specified locations)
- As directed by client Tech support will assist in troubleshooting the data center devices
- Replace defective components cards in data center equipment’s as advised by client Tech Support e.g., Remove a module and replace it, reconnecting patch cables. Daily tape change in support of local Backup Routine in required sites.
- Import /Export tapes to the tape libraries as advised by client tech support

**Special Instructions**:

- Individual must have good customer facing skills and be well presented.
- Demonstrates independent and pro-active thinking
- Builds effective relationships both within the team and across the business and Professional Services
- Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
- Must be able to work alone and unsupervised, taking the initiative when necessary.
- Must be organized and prioritize work appropriately.

**Required Tools**:

- Laptop with Windows installed and with WiFi capability
- Cellphone with Hotspot capability
- Console Cable

**PC Technician's tool list**:

- Phillips screwdriver 3.2 x 75mm.
- Slotted screwdriver 0 x 75mm.
- 3 prong holder.