Daniel Nicolas Email & Phone Number

Brisbane, Queensland, Australia

Duties and Responsibilities:• Provide technical support as point of contact for IT for the site.• End-user desktop, laptops, office IT with smart hand support for network and servers.• Installation support for various software on end user systems and servers when required.• New users onboarding preparing IT assets and tools.• Offboarding support, collecting IT assets and sanitizing IT assets and keep in stock.• Executive / VIP support.• Coordination and remote hand support to backend team for Network & server smart hand support.• IP phone, Video conference support, Level 1 Multifunction Printers support.• Configuring, deploying, and troubleshooting enterprise and personal desktop and laptop computers, personal productivity devices, and business applications.• Supporting midrange servers.• Supporting network devices such as switches, routers, Wireless Aps with the help of backend team.• Handing tickets on ServiceNow or similar ticketing system.• Troubleshooting VPN.• Application-support with Microsoft Office (Outlook, Word, Excel, and PowerPoint) and SharePoint.• Troubleshooting MS Windows 10.• Troubleshooting MS Office 365 issues for end-users.• Office IT Asset Management.• Coordinate external vendors when engaged for support.• Work independently and coordinate inhouse IT projects.• Engineer should manage most of their time around activities involving BAUs - SLAs, CSAT, Response Time to Client, Average Resolution time, Open incident backlog and maintaining SOP’s and Runbooks for global team use• Provide technical guidance to Site Tech, prioritization on workload and resource capacity planning• Lead the project support teamAsset / stock management / E-Waste, Site Tech Onboarding / Training / Process alignment / Documentation , Onsite Training / User Education , Vendor Co-ordination.

Brisbane City, Queensland, Australia

• Manage Desktop Devices incidents through to resolution• Manage IMAC and desk-side support services including hard and soft break-fix services for laptops and desktops• Provide standard and approved hardware and software support and maintenance on Desktop Devices for their entire lifecycle.• Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, including, but not limited to, patch updates, and hardware replacements, with spares provided by the vendor• Ensure that each Desktop Device is installed with the appropriate Desktop image• Provide VIP support for Deskside issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team is unavailable like for MI calls• Antivirus Management on all workstation devices.Workstation related Software Installation & Configuration and Physical Printer Installation• Deployment support for the Windows Images and the applications deployed using SCCM, Patch Management and Compliance• Liaise with 3rd party vendors to coordinate component or unit replacement• Support the Virtual Desktop Interfaces at the endpoint levels• New Starter Onboarding and Induction• Smart Hands support for Network devices• Provide technical diagnosis and incident/service request resolution of all endpoint devices set out in the Configuration Item.• Perform endpoint routine health check and share the report with Axiom’s Client to seek the OEM support using the Clients Third Party Vendor warranty and/or support and maintenance agreements• Perform Physical Asset Audit whenever required and responsible for reporting Assets reports on site on a monthly basis• Proactively do a check on user assets and comms room assets and ensure Asset Management tool is up to date.• Communicate effectively with End Users throughout the service disruption/request and provide regular updates through standard Clients Channels• Smart hand Support is expected as per Service Levels

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