Helpdesk Lisboa

Helpdesk
Lisboa
Lisboa, Lisboa, Portugal

Randstad operates in Portugal and in the world as a leader in the area of Human Resources, in various sectors of activity. Technologies specialization works exclusively in the IT & Telecom sector, promoting unique professional development opportunities. As part of an internal and international project, we are looking for a Helpdesk with fluency in English, Portuguese and Spanish.

responsabilidades chave

Customer support desk within market locations, if any, for
- users:

Provide a first point of contact with DSM staff for users when necessary;

Delivery of equipment, such as laptops, mobile devices, mice, loaner equipment;

Resolution of simple incidents;

Answering phone calls from internal customers;

Assignment of incidents to team members.

Hands-on support at user's:

Technical support that cannot be resolved by Global Service desk;

Physical intervention / support required user's desk (e. g. hardware support, display connectivity issues / dockstations, TV issues, software installation issues) Desktop, Laptop, mobile device (e. g. i
Pad, i
Phone), support for Device preparation for new arrivals / damaged or defective equipment and replacement based on life cycle, which is generally 4 years for laptops and tablets, 3 years for cell phones

Includes image installation / data backup as needed;

Client/user operating system customization, printer installation, One-Drive configuration, and so on.

Delivery of devices to the end user, with simple training as required, and in the case of mobile devices, device activation, enrollment in the MDM tool;

Dismantling / erasure / removal of the device;

Occasional support on projects where additional device preparation is required;

Piloting of new devices when necessary.

Network (WAN / LAN / WIFI) and telephony support:

Planning, installation and maintenance of network and server room infrastructure, including cabling, racks, facilities, network ports and security features;

Support to the NCC (Network Competency Center) and DCO (Data Center Operations) teams in network and server infrastructure implementations and troubleshooting;

Preparation, configuration and delivery of telephony devices to end users (typically Plantronics, Polycom, Avaya devices, may vary from market to market) depending on technology and replacement on a lifecycle basis;

Troubleshooting hardware problems in existing telephony systems and equipment and software problems with Skype for Business and MS Teams.

Data Centers:

DSM provides project support for data center activities for servers / storage (server / infrastructure migration, etc. ).

Coordination with third parties in the resolution of incidents.

Meeting rooms:

Maintenance of IT equipment in meeting rooms;

Daily verification of the equipment in each room, including screens, telephone, Skype/Teams and videoconferencing equipment, flyers (user manuals);

Videoconferencing support at the request of end users;

Immediate support for incidents in conference rooms;

Development / maintenance of manuals in the room.

Support for rollout of new equipment/replacement conference room equipment, such as moving to new Skype room/Skype/MS Teams enabled systems

Printer Support:

Incident support, toner replacement, print solution troubleshooting support (most printers are Canon multifunction cloud printers, however, other types and personal printers can be found in certain markets/locations);

In some locations, multifunction printers have "Electronic Maintenance" that automatically informs the equipment about toner replacement and automatically notifies Canon to come on site and repair/replace parts;

Support all factory printers (e. g. Zebras, Epson, etc. ) to perform some simple maintenance and debugging of applications (e. g. specific processes related to sales or logistics);

Testing, installation, delivery and support of printers for Field Force. Full lifecycle management with printer manufacturer / supplier support.

Administrative tasks:

Inventory management of all equipment including laptops and cell phones for employee arrivals and departures. Facilitate notification of lost and stolen equipment to GSD and market/factory/source accounting;

Activate / deactivate devices / numbers, receive / track equipment.

Factory / Leaf operational support:

Support related to hardware used in factory, e. g. thermal printers, fixed and portable scanners, vision cameras, sensors, RFID readers, scales (ADET, quality lab, purchasing station. . . ), QIMS devices (e. g. controllers, moxa), MALCAM (purchasing station, process line), GIMA support (remote network connection).

Local Application support:

Limited application support, e. g. e
Builder application, Uniflow printing, room wizard screens outside of meeting rooms, Share
Point applications, local databases, etc. , that require occasional reboot / configuration change;

Note: There is no
- time development requirement, but the ability to provide minor
- hoc development capabilities and understand application development processes could be helpful;

Maintenance / renewal of software application licenses (Think
Cell, Photoshop, etc. ).

Global Applications support:

Very limited support of global applications, typically embedded in the workstation image, such as Microsoft Office, MS Visio, MS Project, SAP client, Adobe, Snag
It—requiring occasional reboots / upgrades / reinstallations / manual deployments or configuration changes in case of inability to do it remotely by GSD or GSM (Global Software Management) groups.

Training and communications support:

Prepare a limited number of communications to end users related to outages, changes, upgrades. Specific formats must be followed; native English and a good sense of how to communicate messages simply to
- technical end users are required;

Occasionally organize limited and simple trainings for end users in a small group or individual session on specific topics as needed (e. g. new video conferencing equipment, Skype meetings);

Note: This does NOT include training on tools such as "Excel" and Power
Point courses, which are organized through our Human Resources department;

Development / contribution of Knowledge Base articles when necessary.

Project support:

Some activities are required by the DSM team, such as office relocations, support for software upgrades or solutions such as deployment of MS equipment where local involvement is low but full knowledge is required.

Customer Satisfaction Management:

The process of logging incidents, changes, and problems through ITSP IM (incident management) and SRM (service request management), which are transmitted to users with feedback;

Collect and analyze feedback from users and stakeholders;

Implement improvements for identified problem areas;

Discover and redirect IT teams to points for improvement;

Advise GSD and IT on
- oriented operational improvement actions.

New Technologies and Innovation:

In case of technological changes in the company, acquire the appropriate knowledge for user support;

Keeping track of new trends in the IT field and proposing innovative solutions to improve business processes.

IT Compliance and Security Audits:

Workstation patching and auditing of Data Center, network, and accounts, etc.

competências

Technical professional with L1/L2 support experience in a
- facing,
- site role;

ITSM tools: Service
Now/JIRA;

Strong knowledge of networking technologies, including Meraki, CISCO, FORTI, etc;

Experience required: a minimum of 10 years in customer support, with 5 years specifically in networking. At least 5 years of experience working within multinational companies, with a preference for those in the tobacco industry;

Fluency in English, Portuguese and Spanish

principais benefícios

Entry into a stable project with continuity in a prestigious company.