Tech Partner

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When you work for Schneider Electric you work for a company that is passionate about its people. Our people vision says, Great people make Schneider Electric a great company. We are proud to promote purpose, diversity, inclusion, learning and work-life integration - we're a great place to work and we are continually striving to be the best place to work!

Your Mission

'Tech Partner' will act as a technical support for end users and supports them with their technology related queries and issues. They are responsible in providing support for Schneider Electric workplace and infrastructure equipment (including network related ones), physically on-location at Schneider Electric facilities.

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• Workplace Equipment on site services
• Desk-side support - provide Desk Side support services to end users when incidents cannot be resolved remotely through the Service Desk.
• Hardware break and fix - provide HW Break & Fix support services to end users when hardware incidents need a replacement of defective whole unit by an equivalent one.
• Enterprise IT web and mobile application support
• VIP Support - Provide White-Glove support for VIPs / Senior Executives.
• Non-Catalogued Onsite Services (Non-Standard Service Requests)
• Manage and resolve user queries and issues received at walk-in IT desks (Tech Stops).
• Provide technical support for digital and f2f special events such as annual meetings, Board meetings, training sessions, for both internal/external end users.
• Training end users on how to operate office automation equipment as requested
• Provide physical on-site and/or remote support services for end users in remote locations
• Perform pro-active and on-demand health check of IT systems including, but not limited to printers, copiers, fax machines, scanners, and video conference equipment

• Daily Infrastructure Support Operations including Backup and Tape Management
• Timely upgrade and build of Computers / Workstations as per Standard Operating Procedures (SOPs) to Schneider Electric standards to meet Global IT Requirements.
• Allocation/ reallocation of Workstation to end users, and coaching of new joiners
• Assist in the Movement / Distribution of IT Equipment whenever the need arises
• Maintain the Physical inventory of IT Equipment register and reconciliation
• Management of Server Rooms and Communication rooms - ensure that the rooms are maintained to proper working standards
• Working with the Global Helpdesk and other support teams to ensure incidents/ problems are resolved within SLA's
• Work with external vendors and other internal departments to conduct tech refresh of IT assets, tracking order status, tracking delivery / installation status.
• IMACD (Installation, Move, Add, Change, and Disposal Services) - Perform and support hardware and software IMACDs, installations, updates and downloads for desktops, laptops, smart phones/tablets and other mutually agreed devices as per Schneider standards
• Hardware and Software Asset tracking - provide Asset Tracking services for Schneider workplace equipment. Ensure CMDB is updated to reflect required, accurate data for new equipment deployments, equipment reassignment, equipment returns, etc.
• Eyes and Hand Support to server and network administration - provide Eyes & Hand support to operate technical task requests on infrastructure equipment, and under control of the remote administration team.
• Support the entire LAN and WAN - liaise with vendor to support telecommunication systems.
• Liaise with Network operations, Connectivity teams, and service providers as required in restoring WAN link failures
• Escort Services to external suppliers - Coordinate with external vendors for the service of location infrastructure components.
• Level 1 support/responsibility to IT infrastructure - Provide L1 support wherever required for specific services.

• Collaborate and Work with the global teams for the successful rollout and implementation of Global Initiatives in the market.

• Raise requisitions for any service from vendor
• Track all request to procurement for the delivery of IT hardware and software and make follow-ups.
• Track all equipment repair request and Warranty claims of third party
• Track purchase orders and delivery with vendors

• Bachelor's Degree in computer/IT or in a similar field
• 1-3 years' experience
• Fluent English language skills (verbal & written)
• Analytical and problem-solving skills
• Overall technical understanding of latest IT platforms and services (e.g., collaboration tools, networking, hardware, cloud computing)
• Hands-on experience with SCCM, AD, McAfee, MS Outlook, Office 365, Mobile Device Management
• Knowledge of Telecommunication Systems, Computer Network Operations, and other application software.
• Project and time management skills.
• Understanding of ITIL processes.