Primary Responsibilities:
- Semi-front-end group, composed of technical skilled people, attending on-line and off-line transfers from Level 1 Support
- Provide remote support for incidents and requests in support of the distributed end user devices (desktops, laptops, mobiles, and laboratory equipment)
- Able to spend more time than Level 1, and use additional support tools (e.g. Active Directory Admin Tools, Exchange Admin Center) or have administrator access privileges and apply specific technical knowledge to increase resolution rate (depending on which areas and capabilities granted)
- With remote administration access to end user workstation granted.
- Core Incident, Major Incident, Service Request, Problem Management and Knowledge practices involved.
Specific Responsibilities:
- Software Maintenance and Support. Remote support of SGS standard software for end users and devices, including installation, testing and maintenance.
- Provide remote support (taking remote control of end user device when possible) for incidents and/or requests that cannot be resolved by Level 1
- Provide operations and technical support for new software that is deployed throughout automated software distribution tool (subject to change management procedures)
- In the event Software must be replaced to conduct a repair, restore the end user environment to the previous state including configuration and data
- Support for installation of different Add Ins and upgradation of SGS standard software packages
- Remote IMACs (Installs, Moves, Adds & Changes). Installation of / or modifications to software included in SGS end user desktop/laptop Base Image and standard SGS software for end users and devices.
- Provide remote support (taking remote control of end user device when possible) for IMACs requests that cannot be resolved by Level 1
- Uninstall and reinstall any existing software or other related services as necessary to execute the IMAC
- Install Software including new Software or upgrades using software distribution tools
- Set-up security settings, file access and other administrative procedures required for the IMAC
- Update the Asset Inventory within CMDB when Hardware or Software changes are implemented (when necessary)
- Device Configuration Support. Remote support of SGS standard device configurations for end users and devices, including the OS, user profiles/settings, printer and scanner drivers, and laboratory equipment
- Resolve Desktop related Security Incident. Identify and remove security threats from end user devices including providing remote support for virus and malware incidents and security alerts generated from Security Event and Incident Management (SEIM) tools that cannot be resolved by Level 1
- Device Performance Improvements. Remote troubleshooting and improvements in end user devices performance
- Provide specialized functional support at application level for Global Business Applications addressing on-line and off-line incidents and requests from Level 1
- Participate on-line in incident resolution and diagnosis of incidents and, if necessary, collaborate with Business Applications owners and Application Support Teams.
- Responsible for maintaining and increasing the resolution capability of Application Support tickets by Level 1
- Ensure knowledge and specialization are effectively transferred to Level 1 (e.g., periodic knowledge transfer sessions, ticket solutions, KDB documentations, …)
- Act as interface with Business Application owners to maintain and increase the resolution capability. Manage periodic meetings with Business Application Owners for reviewing documentation, follow-up application changes and releases, outages, known errors and solutions of escalated tickets
- ITSM tool KDB, self-service solutions and FAQs for Business Applications in-scope updating
- Execute ongoing effort to improve first level resolution by analyzing improvement areas and proposing improvement actions to Level 1
- Provide extended tasks and administration activities (operation, support and maintenance) related to second level incident resolution covering functional and technical incidents escalated from Level 1:
- Active Directory (AD) User and Group Management
- Email Recipient and Distribution Group Management
- Shared Mailbox Management
- SharePoint Permission Management
- Multi Factor Authentication (MFA) Reset request fulfillment.
- Microsoft Bitlocker Administration and Monitoring
- Account and Permission Management for Local Business Applications
- Complies with relevant Management Systems
- Complies with the Quality, Health and Safety, Environment and Energy (QHSEE) policies and supporting objectives including, but not limited to:
- Demonstrates strong obligation to SGS QHSEE policies, procedures and work instructions by actively participating in meetings, projects and events, completes required training, intervenes in unsafe situations, refuses unsafe work, and complies fully with all applicable laws and regulations related to HSEE
- Perform appropriately and immediately to emergency situations and assists other staff members in maintaining readiness to react to emergencies within the workplace
- Disposes or directs the disposal of waste generated as a part of daily work performed in a safe manner and in compliance with the disposal regulations and requirements, and in accordance with SGS Environmental Management System requirements
- Reports all incidents, including near misses and hazards, that may affect the achievement of QHSEE objectives in accordance with SGS Incident Reporting and Management requirements
- Efficiently uses all equipment, including safety equipment, and company owned property in the manner intended and reports any damaged / lost equipment to immediate superior
- Maintains a safe and tidy worksite according to the organization’s 5S program and guidelines
- Maintains awareness of the safety and health related hazards and environmental aspects and proposes action plans to control the risks to immediate superior or QHSEE Coordinators
- Actively participates in incident investigations and risk assessments as deemed necessary by SGS management
- Fulfills the requirements needed in the success of the QHSEE Management System
- Recognizes the potential consequences of not following the established policies, procedures, and guidelines, including not fulfilling the organization’s compliance obligations.
