SCOPE OF WORK: 

Field Services:

• IMAC/D
• Break/Fix Incident and IMAC support. 
• Hands &Eyes Support
• Onsite Support
• Remote Support
• Walk-Up/IT Bar Support
• Self Service Lockers
• Work From Home Support
• Network Hands & Eyes 
• Project Services
• VIP Users Support
• IT Vending Machines
• Device Deployment and Depot Management
• Administration of A/CMDB

Equipment in Scope:                      Following devices are in scope:

• PCs (Windows)
• Laptops
• Printers (incl. Label Printers)
• Scanners
• TVs
• Projectors
• Phones
• iPads and Tablets
• Vending Machines
• Digital Lockers
• Peripherals
• Security equipment (Card readers, cameras, etc.)
• Server room equipment (UPS)
• Network Equipment
• Mobile Phones (Android/IOS)
• Telephony and video conferencing equipment including headsets

Skill-set required:

As a minimum, each onsite support Workplace Engineer shall have the following skillset:

ü  Excellent communication are mandatory in English and local language; regional language support would be a plus

ü  Good customer facing skills and be well presented

ü  Independent and pro-active thinking

ü  Builds effective relationships both within the team and across the business and Professional Services

ü  Able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices

ü  Able to work alone and unsupervised, taking the initiative when necessary

ü  Organizes and prioritizes work appropriately

ü  Experience of using a Call Logging system

ü  Good working knowledge of Windows 7/10 and related Office applications

ü  Support experience of MACs 

ü  Knowledge of mobile devices – Android and iOS

ü  Experience with building, configuring, replacing and troubleshooting PC and laptop hardware components

ü  Familiarity with Microsoft SCCM during troubleshooting, H&E support

ü  Ability to replace defective parts, as identified by ACCENTURE

ü  Excellent hands on experience in installation and troubleshooting DC equipment’s, Rack and Stack of the DC equipment/cable

ü  Valid driving license

ü  Engineer’s background check is required