Job Description

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- Break/Fix Support: Hardware/software incidents resolve karna, dispatch aur warranty use karke.
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- Facility Hands & Feet: Physical support, on-site stock management, asset disposal coordination, asset system update.
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- VIP Support: Onsite 12x5 support selected VIPs ko, higher priority tickets, onboarding/offboarding, executive events support, personnel Customer se approve karwana.
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- Asset Management: Printers, mobiles, laptops, scanners, card readers — full lifecycle tracking (received se decommissioned tak).
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- Conference Room Support: L2 support conferencing equipment ke liye.
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Service Delivery Scope

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- SOE & Maintenance: Standard device image support Customer standards ke mutabiq.
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- Service Request Management: IMACs (install/move/add/change) manage karna, reports se track karna.
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- SOE Deployment: Manual image installation jahan zaroorat ho.
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- Break/Fix Support: Hardware/software incidents resolve karna, dispatch aur warranty use karke.
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- Facility Hands & Feet: Physical support, on-site stock management, asset disposal coordination, asset system update.
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- VIP Support: Onsite 12x5 support selected VIPs ko, higher priority tickets, onboarding/offboarding, executive events support, personnel Customer se approve karwana.
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- L2/L3 Support: Onsite support jab L2/L3 team request kare.
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- Asset Management: Printers, mobiles, laptops, scanners, card readers — full lifecycle tracking (received se decommissioned tak).
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- Conference Room Support: L2 support conferencing equipment ke liye.
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- Ad-hoc Consulting: Discretionary hands-feet support jaisa request ho.
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Field Support (Dedicated + Dispatch)

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- IMAC, break-fix, re-imaging
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- Workstation/mouse/keyboard/monitor/scanner/printer support
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- Printer: config, jam removal, 3rd-party vendor coordination
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- AV: periodic health checks,



vendor escort
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- Exiting employees: hardware/cellular device collection
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- New hire: first-day support coordination
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Disposal

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- Soft: Single wipe + storage at Customer site (dedicated FTEs)
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- Hard: Coordination with Customer's disposal vendor
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Process & Tools

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- Incident mgmt, request fulfilment, deskside support, IMAC, config/asset management
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- Tool: ServiceNow
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General EUC Services

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- Lifecycle services: inventory, asset mgmt/reporting, warranty coordination, recovery, redeployment, disposal prep
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- Image deployment compliant with Customer specs, changes via change management process
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- Remote hands-feet coordination for End User/Network/Server issues
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- Sirf trained + security-cleared engineers dispatch honge; primary engineer required, backup as fallback
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- Customer/ADSL ko engineer interview/replace karne ka right hai
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Deployment & Retirement (IMACDs)

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- Full IMACD lifecycle: coordination, scheduling, prework, expedited handling for high-priority, documented processes, site survey, technical/in office support, remote execution jahan mumkin ho, backups, de-install/re-install, refresh plans, asset recovery (lost/stolen), maintenance per manufacturer specs
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Server Rooms/Data Center/Network Hands & Feet

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- Smart hands for compute/network on ADSL request
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- Dedicated sites: 24x7 for high severity; dispatch sites: jointly decided
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- Business hours: 8AM–5PM Mon-Fri (local), dispatch for after-hours
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Data Center Hands & Feet

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- Power/LED checks, vendor escort, hard reboot, shipping/receiving, racking/de-racking, unpacking/inspection, network card/server config, troubleshooting, install/testing
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Service Hours

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- VIP: onsite 12x5, personnel ADSL-approved
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- General: onsite 8am–5pm, Mon–Fri
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- Dedicated FTEs: business hours only
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📌 Desktop Support Engineer (Toowoomba Regional)
🏢 Smart Solutions Technologies-SST
📍 Toowoomba Regional