Description:
As a Senior Workplace Engineer, you will serve as second-line support and act as the face of IT within the organization. This role involves delivering responsive, professional on-site support to end users, resolving technical issues, handling service requests, and supporting various IT infrastructure components in collaboration with the primary support engineer.
Key Responsibilities:
1. Workplace Services – Dispatch Support Services
- Provide on-site support for incidents, problems, changes, and device setups (IMACD – Install, Move, Add, Change, Delete).
- Support home and remote users via third-party services, typically by the next business day.
- Offer support for provisioned end-user devices; limited support for BYOD (e.g., projectors, fax machines, printers).
- Perform break/fix services including full device swaps or component replacements from on-site stock.
- Manage warranty claims with third-party suppliers.
- Execute and reschedule IMACD requests and dispose of packaging materials in compliance with local regulations.
- Coordinate site activities to ensure a smooth and complete user onboarding (e.g., device delivery, connectivity setup).
- Update the CMDB and ITSM systems with ticket status and configuration changes.
- Manage on-site stock (e.g., spare devices, parts, consumables).
2. Workplace Services – Smart Hands Support
- Support data center and communications room activities.
- Report hardware conditions (e.g., LED indicators, cable connections, equipment health).
- Perform hardware resets, power cycles, and circuit breaker resets.
- Assist with IP telephony and video conferencing setups and troubleshooting.
- Execute structured cabling and patching between switches and network ports.
- Handle removable media (mounting, transport prep, de-mounting).
- Receive, sign for, and track deliveries of parts and equipment.
- Support root cause analysis and incident resolution.
3. Workplace Services – On-Site Stock Management
- Maintain spare part inventories and peripherals based on projected demand.
- Coordinate with third-party vendors for stock replenishment and asset disposal.
- Utilize existing logistics services for inbound/outbound stock handling.
- Ensure secure storage of provisioned devices with controlled access.
- Investigate and address any failed deliveries or issues with asset logistics.