Break/Fix Support
: Hardware/software incidents resolve karna, dispatch aur warranty use karke.
Facility Hands & Feet
: Physical support, on-site stock management, asset disposal coordination, asset system update.
VIP Support
: Onsite 12x5 support selected VIPs ko, higher priority tickets, onboarding/offboarding, executive events support, personnel Customer se approve karwana.
Asset Management
: Printers, mobiles, laptops, scanners, card readers — full lifecycle tracking (received se decommissioned tak).
Conference Room Support
: L2 support conferencing equipment ke liye.
Service Delivery Scope
SOE & Maintenance
: Standard device image support Customer standards ke mutabiq.
Service Request Management
: IMACs (install/move/add/change) manage karna, reports se track karna.
SOE Deployment
: Manual image installation jahan zaroorat ho.
Break/Fix Support
: Hardware/software incidents resolve karna, dispatch aur warranty use karke.
Facility Hands & Feet
: Physical support, in office stock management, asset disposal coordination, asset system update.
VIP Support
: Onsite 12x5 support selected VIPs ko, higher priority tickets, onboarding/offboarding, executive events support, personnel Customer se approve karwana.
L2/L3 Support
: Onsite support jab L2/L3 team request kare.
Asset Management
: Printers, mobiles, laptops, scanners, card readers — full lifecycle tracking (received se decommissioned tak).
Conference Room Support
: L2 support conferencing equipment ke liye.
Ad-hoc Consulting
: Discretionary hands-feet support jaisa request ho.
Field Support (Dedicated + Dispatch)
IMAC, break-fix, re-imaging
Workstation/mouse/keyboard/monitor/scanner/printer support
Printer: config, jam removal, 3rd-party vendor coordination
AV:



periodic health checks, vendor escort
Exiting employees: hardware/cellular device collection
New hire: first-day support coordination
Disposal
Soft
: Single wipe + storage at Customer site (dedicated FTEs)
Hard
: Coordination with Customer's disposal vendor
Process & Tools
Incident mgmt, request fulfilment, deskside support, IMAC, config/asset management
Tool: ServiceNow
General EUC Services
Lifecycle services: inventory, asset mgmt/reporting, warranty coordination, recovery, redeployment, disposal prep
Image deployment compliant with Customer specs, changes via change management process
Remote hands-feet coordination for End User/Network/Server issues
Sirf trained + security-cleared engineers dispatch honge; primary engineer required, backup as fallback
Customer/ADSL ko engineer interview/replace karne ka right hai
Deployment & Retirement (IMACDs)
Full IMACD lifecycle: coordination, scheduling, prework, expedited handling for high-priority, documented processes, site survey, technical/on-site support, remote execution jahan mumkin ho, backups, de-install/re-install, refresh plans, asset recovery (lost/stolen), maintenance per manufacturer specs
Server Rooms/Data Center/Network Hands & Feet
Smart hands for compute/network on ADSL request
Dedicated sites: 24x7 for high severity; dispatch sites: jointly decided
Business hours: 8AM–5PM Mon-Fri (local), dispatch for after-hours
Data Center Hands & Feet
Power/LED checks, vendor escort, hard reboot, shipping/receiving, racking/de-racking, unpacking/inspection, network card/server config, troubleshooting, install/testing
Service Hours
VIP: onsite 12x5, personnel ADSL-approved
General: onsite 8am–5pm, Mon–Fri
Dedicated FTEs: business hours only
#J-*****-Ljbffr

📌 Desktop Support Engineer (Toowoomba)
🏢 Smart Solutions Technologies-SST
📍 Toowoomba