Role: Desktop Support Engineer
Location: Fortitude Valley QLD 4006, Australia
Annual Rate: 50,000 AUD to 52,500 AUD
The overall service delivery model for end user services is as below. Provider shall ensure proper understanding of this structure and integrate its operation to this model as called out below
SOE and Maintenance Services: Assist in supporting a Standard Operating Environment (SOE) image for Customer’s Standard Workplace Device in accordance with Customer’s Standards.
Service Request Management Services: Manage the quality and timeliness of installs, moves, add, and changes for all Supported Workplace Devices and
Supported Workplace Software at all Supported Customer Sites. This includes using request data and reports to ensure device delivery for projects and other requests is happening as expected.
SOE Image and Deployment Management Provide manual installation of SOE Image wherever required.
Break / Fix Support Services – Workplace Devices: Provide hardware/software support (Incident resolution) for Supported Workplace Devices, including dispatch, leveraging vendor warranty where possible, etc., at Supported Customer Sites.
Facility Hands and Feet Hardware Support: Perform physical support activities for all Supported Hardware at Customer Facilities, including management of on- premises stock location for receiving new and decommissioned Hardware and
Workplace Devices, soft asset disposal of old equipment and coordinate with client hardware disposal vendor for hardware disposal of old equipment, and maintaining the Asset Management system based on the movement and deployment of equipment.
VIP Support: Provide dedicated, proactive and superior desk side support services for selected End Users as in this Service Description.
- Provider shall provide onsite 12x5 support to VIPs at designated Customer
Facilities. Provider personnel proposed to fill onsite VIP support functions must first be presented to staff supporting C-Level Customer VIPs, and Customer will have the right to interview and approve such personnel before their assignment to a VIP;
- Provide an enhanced level of service (i.e., higher priority of Tickets and Incidents) to other VIPs (executives) .
- Support VIP End User onboarding and offboarding activities
- Support VIPs at executive-level events at hotels and Customer sites (e.g., Board Meetings, Investor Calls)
- Update agreed to IT Service Management tool to reflect completion of Service Request or resolution of Incident.
Level 2 and 3 Support Services: If requested by L2/L3 team, provide onsite support to resolve any Incident
Asset Management: Provide hands C feet support for managed, current, and Customer approved asset inventory for all Supported Workplace Devices and Supported Workplace Software, including but not limited to printers, mobile devices, tablets, laptops, scanners, and card readers. This includes working with Customer’s existing Provider to ensure continuity between asset records as they pass through the lifecycle from “received” status to “decommissioned” status, including any spare Supported Workplace Devices that are stocked at Customer Facilities or Provider Delivery Locations.
Conference Room Support: Provide Level 2 support Services for conferencing equipment within conference rooms at Supported Customer locations.
Ad-hoc Consulting (Discretionary Services): Provide hands C Feet ad-hoc consulting support, as requested.
Field Support Dedicated and Dispatch Services
Provider will provide field support services.
- Installs, moves, adds, changes (IMAC)
- Technical support and break-fix
- Software re-imaging
- Support including, but not limited to workstation and mouse, keyboard, monitor, scanner and printer support
Office Equipment support including, but not limited to:
- Office workstation
- Mouse
- Keyboard
- Monitor
Printer Support
- Printer settings configuration
- Coordinate third party repairs with customer approved printer vendor
- Paper Jam Removal, all 1st line support for printers
Audio-Video Support
- Periodic Health check up/sanity check of the Conference room
- Escort Vendors to the conference room for any break fix.
- Additional scope items to Scope to be confirmed
Exiting Employees
- Collection of computer hardware from exiting employees
- Collection of Cellular devices
New Hire/First Day Ready support
- Coordinate with New joiners for any support for New Joiners to start if required
Disposal:
- Soft Asset Disposal (single wipe pass + storage of asset at Customer facility) services will be provided by dedicated FTEs at Dedicated locations
- Hard Asset Disposal - Provider will coordinate with Customer's asset disposal vendor for hard asset disposal
Process Activities and Tools
General overall activities
- Incident management
- Request fulfilment
- Deskside intervention for Software deployment as needed
- IMAC (Deskside) and Break fix Installation of Devices
- Move and configuration change
- Asset management
- Configuration Management
- Tools provided by ADSL - ServiceNow for Provider support teams
4. General End User Computing Services:
Provider shall perform the in-scope Services as per the defined scope.
- Provider shall provide and manage life-cycle Services including inventory management, assisting ADSL in asset management and reporting, warranty support coordination using existing Customer’s contracts, recovery, redeployment, preparation for disposal, and on-site support for Equipment while complying with Customer specified processes and policies or working with Customer designated Third Parties.
Services Requirements:
- Provider shall assist in image deployment Services that adhere to all Customer End User Computing requirements, including:
- Complying with or improving (subject to Customer's review and consideration for approval) Customer's current and future Equipment and Software technical specifications, including changes and refreshes of technology (hardware, components, or Software) by Equipment and Software Providers. Changes will be completed within Customer guidelines, on or before due date and in compliance with Customer change management process.
- Coordinating with internal or Third-Party Service Providers to provide remote “Hands and feet” support for End User, Network and Server issues. As applicable, managing and integrating with Service Providers of Equipment for effective roadmap plans and resolution of technical issues, in accordance with the agreed Service Levels.
- Ensure that only trained engineers with required security clearances from ADSL and Customer are deployed and dispatched to service users in the in-scope locations. Ensure that primary engineer turns up at the site for in scope service requirements and in his absence the backup engineer may be dispatched to support.
- ADSL / Customer reserves the right to interview the dedicated primary engineers and provider will provide the alternatives (as required) based on ADSL / Customer request. Provider must ensure continuous availability of the support personnel at the agreed dedicated DSS Customer locations as provided in the table below and if in case of non availability provide the backup personnel at the site to ensure all the service levels are achieved.
Provider shall administer, manage, and execute requests for Customer Equipment, and software submitted by Customer Users in accordance with Customer policies and procedures, including:
- Assist ADSL / Customer in verifying user entitlement to the requested Customer.
- Equipment or software and advising Customer management on any non- conformance.
Providing life-cycle support from procurement assistance to end-of-life disposal, including:
- Validating entitlements to, coordinate with vendors for sourcing spares, installing, tracking, recovering, redeploying, and disposing of assets.
4.1.1 Deployment and Retirement Services
Provider shall provide or oversee, as appropriate, all installations, de-installations, cascades, moves, adds, changes and deletions (IMACDs) for all Customer Equipment, Software, and related Services at designated Customer Sites, including:
- Coordinating, planning, and scheduling IMACDs with all affected IT functions, Customer Personnel, Third Party contractors and Users (whether the function is included within the Services provided by Provider, as a Customer-retained function, or a Third Party) to achieve high-quality execution of the IMACDs, (including scheduling and dispatching of appropriate Customer, Provider and/or Third Party Contractor technicians) to meet Service Levels and to minimize business impact on Users and any operational interruption to Customer.
- On receiving and verifying a valid IMACD request, performing all necessary prework before an IMACD is executed. Communicating with Users if there is any issue with an IMACD request.
- Providing a mechanism for expedited handling of IMACDs and Project IMACDs that are of high business Priority to Customer, such that all IMACDs are completed. within the required timeframe.
- Creating and documenting the processes to enable IMACD execution for each Customer Software and/or Equipment component, and obtain Customer’s approval for such processes and documentation.
- As applicable, conducting or confirming a Site survey to determine the location of the IMACD and coordinate any special requirements at the location.
- Providing the necessary technical support to complete the IMACD, including on Site support during normal business hours for Customer Locations identified by Customer.
in Customer's sole discretion.
- Remotely conducting all IMACDs for Customer Equipment and Software where practicable.
Confirming that all Customer Equipment, Software, parts, Network, cabling, or any other Services necessary to execute the IMACD will be available as of the date scheduled for the IMACD.
- Providing depot Services using Customer’s existing depots in support of IMACD activity for Equipment.
- Performing any required backup procedures in accordance with Customer policies and processes.
- De-installing and re-installing any existing Equipment, Software, or other related services as necessary to execute the IMACD.
- Provider shall assist ADSL in developing and executing managed refresh plans for Customer
Equipment (subject to review and consideration for approval by Customer), including developing contingency plans and out-of-warranty repair processes.
- Provider shall coordinate recovery activities for Customer Equipment and Software (e.g., lost and stolen assets) in accordance with all Customer policies (including IT security policies).
- Provider shall provide such maintenance as necessary to keep the assets in good operating condition and in accordance with the manufacturer’s specifications, or other Agreements as applicable.
4.1.2 Server Rooms, Data Center, Network, Server Hands and Feet Requirements:
- Provider will provide smart hands support at all in-scope locations for infrastructure components (compute, network,) when requested by ADSL .
- NW and server smart hands service is provided by dedicated technicians at dedicated sites and via dispatch for all dispatch locations. The scope of this service is as listed below
- Dedicated sites with on call service will be eligible for 24x7 support for high severity Issues. For dispatch sites, ADSL and ADSL will jointly determine the sites requiring 24x7 support with retainers.
- This service will be provided during business hours, 8:00 AM to 5:00 PM local time , Monday to Friday excluding public holidays at dedicated locations by respective DSS technicians . Such service will be provided via dispatch for out of business hours support.
- ADSL shall determine the response time (Same Business Day OR Next Business Day) and communicate the same to Provider as needed.
- Provider shall coordinate where applicable with Customer or Customer’s 3rd party provider for service described in this section.
4.1.3 Data Centre Hands and Feet Requirements:
- Provider shall provide and where required, coordinate with Customer’s team or its Third Party providers to provide all the infrastructure smart hands for all break-fix Services described herein, including but not limited to:
- Checking power status at site / device
- Looking at the LEDs to identify any alarms
- Escorting vendor during site visit
- Hard reboot for the devices
- Coordinate Shipping / receiving any part/hardware
- Racking / de-racking equipment or Decommissioning of any hardware
- Unpack, unbox and inspect the equipment for physical damages before
- Installation and make necessary arrangements for return for damage equipment.
- Configuring Network Card, Servers
- Hardware Trouble shooting
- Insert CD ROM on Physical Server/Devices
- Installation C Testing Services
5. Service time, support hours and languages
- Provider shall provide onsite 12x5 support to VIPs at designated Customer Facilities.
- Provider personnel proposed to fill onsite VIP support functions must first be presented to ADSL Manager and they will evaluate with staff supporting C-Level Customer VIPs, and Customer will have the right to interview and approve/reject such personnel before their assignment to a VIP.
- Support is provided on-site between local business hours 8am - 5pm Monday - Friday.
- Dedicated FTEs will work as per business hours at the site.
Pay: $50,000.00 – $52,500.00 per year
Work Location: In person
