IT Onsite Technician L2 - Prague

Your tasks

• o Language support: Proximity Support technicians shall speak local language and at least tech-nical English (some exceptions for specific sites can be discussed).
  o On-Site Presence: Proximity Support involves having IT support personnel stationed on-site or near end-users or client locations. This physical presence allows for faster response times and immediate assistance when technical issues arise. Figure 10 provides more details on the proximity support modes which are expected from the Service Provider.
  o Hardware and Software Support: Proximity Support technicians provide hands-on assistance with hardware and software-related issues. They help with the setup, configuration, trou-bleshooting, and repair of computer systems, peripherals, and software applications at the user’s location.
  o Equipment Deployment and Moves: Proximity Support technicians assist with the deploy-ment of new hardware or software solutions and manage equipment moves or relocations. This can involve setting up workstations, connecting devices, and ensuring proper function-ing of equipment in the new location.
  o Issue Diagnosis and Resolution: Proximity Support personnel diagnoses and troubleshoot technical issues reported by end-users to Service Desk. They work closely with the users to understand the issue and provide timely resolutions. If the issue cannot be resolved on-site, they may escalate it to higher support levels for further investigation.
  o Preventive Maintenance (out of self-services support or automatic services): Proximity Support technicians may perform routine maintenance tasks, such as system updates, antivi-rus scans, and hardware cleaning, to prevent potential issues and ensure optimal perfor-mance of the IT infrastructure.
  o Customer Service and Relationship Management: Proximity Support technicians maintain a strong customer service orientation and focus on building positive relationships with end-users. They provide friendly and professional support, address user concerns, and strive to deliver high levels of user satisfaction.
  o IMAC/D Services: including Installation, Move, Add, Change and Delete/Dispose. Proximity Support technicians ensures management of all IMAC/D. Accordingly, these include all ser-vices for the assembly, relocation, dismantling and storage of the hardware. If necessary, BSI-compliant data deletion must also be carried out when hardware is returned to the warehouse. The range of services refers to individual orders. Quantitatively more compre-hensive services (e.g. in the context of projects) must be evaluated separately. In addition, the Proximity Support technicians performs manual interventions on site at the digital work-station (including mobile workstations) that cannot be carried out remotely through the LS1, as well as in the technical rooms at the customer’s sites, which involve physical handling and/or cabling of the hardware. The assignments and actions are controlled by the Service Desk as part of support control.
  o Stock Inventories: the Service Provider shall ensure that the stock levels for workstation and IT accessories are regularly controlled and maintained at a sufficient level in coordination with the Purchaser. The dimensioning of the Break & Fix pool (2-3%) is determined by the Pur-chaser together with the Service Provider.
  o Documentation and Knowledge Base: Proximity Support technicians contribute to the doc-umentation of known issues, resolutions, and frequently asked questions to enrich the knowledge base. This helps in quick troubleshooting and improves the efficiency of future support interactions, and contributes to Shift-Left-ing (from LS1.5 to LS1).