Dedicated and Dispatch engineer roles may vary for on-site requirements but not in skill sets and ability.
Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop support, Printers, PDAs, Blackberrys, and LAN cable Continuity of signal. No under floor, in wall or in ceiling work is required and for Trafigura facilities to arrange.
Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
IMACD function including installation and decommission
Backing up and restoring user data, settings and associated systems administration activities
Assist Service Desk/Remote Desktop Support teams for hands and feet coordination efforts
Assist on Incident and Problem management activities
Taking ownership of issues through to resolution on all appropriate requests
Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information
Move equipment associated with escalated help desk incidents and service requests
Performing asset inventory activities as needed
Recommends and/or performs upgrades on systems to ensure longevity
Works with procurement staff to purchase hardware and software
Maintain spare parts/ inventory list on a monthly basis and coordinate for any disposal requisites
Provide support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site. Incremental labor and incidental travel expenses shall be funded by Customer (e.g. meals, travel, and lodging) in accordance with the Agreement
Be available for for support during contracted hours. Out of hours support will be by mutual agreement and on a T&M or rate card basis.
Adhere to ticket response and resolution SLA’s as agreed upon with the customer
Basic understanding of DHCP, DNS, IP addressing and subnetting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues