Job Responsibilities:

• Monitor the Client's ServiceNow queue for tickets related to Network, PC/laptops, compute, and
• Audio/video devices where hands and feet assistance is needed.
• Coordinate with Client SIO, NOC, and/or Compute/Infrastructure teams to assist with hands-and-feet support where needed for in-scope infrastructure devices.
• Perform troubleshooting steps as per instructions received from Client SIO, NOC, and/or Compute Infra teams.
• Update and document [e.g., Site Playbooks, ServiceNow tickets] based on troubleshooting steps performed.
• Attend meetings/join major incident management calls as requested (e.g., war rooms).
• Provide status updates via email or in meetings, as requested.
• Understand and follow Global IT - SIO escalation process.
• Follow established EHS & Cyber Security policy and procedures when working on site.

End User Services:

• Monitor client ServiceNow support queue for tickets related to End User PC/Laptops
• Assist in troubleshooting of PC/laptop issues either via phone or in person with end user.
• Re-image PC/Laptop, install drivers, assist with set up of OneDrive/Secure Print using client
• approved process, SOPs and/or run books on client provided end user devices.
• Assist with the management of Client Global IT assets in ServiceNow.
• Provide PC support for visiting senior executives.
• Assist with local site events and new employee onboarding sessions, as needed (setting up VPN, digital badges, install secure print software).

Audio/Video Support Services

• Perform proactive conference room checks and report/resolve all issues discovered using client tools and processes.
• Assist A/V tower team with troubleshooting.
• Address end user escalation tickets.
• Assist with equipment refresh programs and shipment of equipment. (Scope limited to preparing a device for shipment and handing over to Client local SPOC for further shipment)

Network Devices/Compute Space Support services

• Provide hands and eyes for any support (troubleshooting/repair) of the infrastructure devices (e.g., firewalls, routers, switches).
• Keep all communication/MDF/IDF rooms tidy, free of debris, and free of fire hazards, report any issues to Client Global IT SIO.
• Follow client provided instructions to perform Rack and stack of in scope Infrastructure devices within IDF/MDF rooms.
• Assist as requested with the process of shipping and receiving of devices using client
• processes/resources.
• Validate connectivity of site Red and Black phones; assist with troubleshooting as needed.
• Assist with the resetting of Wireless Access Points unless it requires more than a step ladder.
• Assist with firmware upgrades for switches and compute devices.

Business Continuity Support Services:

• Coordinate and provide hands-and-feet assistance to client teams during Business Continuity events and/or planned/scheduled maintenance activities such as checking the power supply to infrastructure devices, etc.

Mandatory Skills

NA