Pyramid Global Technologies Hiring for Deskside Support Engineer Job at Dubai Full Time

Desk-side support service includes;

• Analyse and diagnose Incidents relating to hardware and software, including printers.

• Provide support for Client Trucks Supplied End User devices.

• Escalate hardware related problems to third-party warranty and non-warranty supplier.

• Align with Client Trucks third party suppliers for hardware troubleshooting.

• Carry out swap, replacement and re-installation as required to resolve hardware and software related incidents.

• Carry out System and application patching where this cannot be carried out remotely.

• Manage spare part stock for quick replacements, and initiate purchases with service owner.

• Install approved packaged applications that cannot be installed remotely.

• Install approved Application Software that is not packaged, that cannot be installed remotely.

• Work with 2nd Level application support for solutions to difficult applications problems

• Identify Incidents that should have been resolved remotely, and report back to Service Desk as one step in the continuous improvement work.

• Replace faulty phones and liaise with third-party voice suppliers.

• Provide and maintain IT service Spots at Customer specified locations as listed to enable authorised Users to receive support and swap faulty End User devices and to provide a base from which support technicians can be dispatched to deliver on-site support services within a defined geographical area.

• Upon determining that an Equipment or Software Incident cannot be fixed remotely, that the Authorised User is located outside the geographic area or cannot access an On-site Services IT Services spot and that the Incident is a not a Priority Level 1 or 2, provide mail-in support by sending an entire spare unit (or peripheral, if possible) via courier services to the Authorized User and verify that any peripheral component that will be sent is compatible with the Authorized User’s End User device profile and provide facility for return of faulty Equipment.

• When Supplier must replace Equipment and/or Software in order to conduct a repair, Supplier will support the Authorized User by copying data, performing backups and restoring data and backups to the replacement End User device.

• If an entire Equipment Configuration needs to be replaced, verify that the Configuration is in accordance with Customer’s standard product configuration (including all authorized Software that has been recorded in the Asset Register for the defective unit).

• Provide and operate a process for replacement of stolen or damaged End User devices, including installation of Authorized User specific Software portfolio and pre-loading of Authorized User specific databases.

• When Authorized Users are connected (or attempting to connect) to the Customer Network, coordinate activities with the Service Desk, Third-Party Suppliers and the Supplier’s personnel to fulfil the following responsibilities:

– Assist with access to LAN, print (which comply with Customer’s policies), and file services

– Assist with connectivity.

• Handle any IMAC requests

Job Type: Contract
Contract length: 12 months

Ability to commute/relocate:

• Dubai: Reliably commute or planning to relocate before starting work (Required)

Expected Start Date: 12/12/2022