Deskside and Network Support

Job Description

The Tech Partner (official title) will be responsible for a wide array of support services at our facility in Columbia Missouri. This role is often a stepping stone for technical professionals at Schneider Electric. You will be supporting both end users but also our local supply-chain facilities and their production systems. You will be exposed to many different technologies and in 2023 we are focusing on our training and development of this team. This is a great opportunity for someone to expand their technical knowledge.

Responsibilities:

• Create, Receive, Monitor, Maintain and Resolve work tickets
• Imaging, Setup, and Support of computer(s), monitor(s), mobile device(s)
• Maintain on-site presence at designated service locations to support end users
• Software installation, support and make sure it is compliance with Schneider standards
• 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
• Training end users on how to operate office automation equipment as requested
• New hire orientation including show user how to work on IT assets daily basis, debrief Schneider policy(s) such as security policy, usage etc
• Hardware platform troubleshooting and management
• Software platform troubleshooting and management
• Perform secure password management for all provided passwords
• Support access to corporate network/wireless and applications (both on network as well as over VPN)
• Coordinate execution of tasks with guidance from Service Desk representatives or other IT support groups
• Manage IT inventory of in-house stock, such as moving, sorting, cleaning, stocking
• Identify, gain approval, and enter all project(s) as assigned by your manager into project tracker
• Assist with different regional projects for designated service locations, act as local hand and feet support
• Other duties as assigned by your manager

Expected Behaviors and Support Model Process (Some apply to a 2 Tech Partners site(s))

• Tech Partners that work at the same site support the local user group and share and monitor the same ticket queues including but not limited to: On-site Support US L2 / NAM L2 / CA L2 / MX L2 / Legacy ticket queue(s). Tickets must always be updated with a status.
• Tech Partners will serve as each other�??s backup support when they are away from the office and it is their responsibility to update the backup Tech Partner with their status, including updates to the work-log from any applicable tickets. In addition, they will keep their manager informed of any planned and unplanned type of leave to make sure there is proper support and coverage.
• Both Tech Partners have equal responsibility to manage IT assets and support IT assets in the assigned location. The facility will notify both Tech Partners by email regarding all IT assets. A ticket will need to be assigned prior to asset delivery. The Tech Partner will reply to the facility to then request the assets be delivered / pickup to their desk.
• Tech Partners will share equal ADM permission to support users and facilitate the needs that come from infrastructure and operational teams in the facility.
• Tech Partners will have the same physical access to the MDF / IDF / other area(s) such as conference room(s), storage room(s) etc to perform as required by their duties.
• Tech Partners will be involved in alternative local and regional project task as assigned and upon approval by their manager.
• Tech Partners will collaborate with each other in troubleshooting & resolving any issue(s) such as scope and resolution in a productive and respectful manner prior communicate with our customers.
• Tech Partners will demonstrate professionalism in all support related matters.

• 1-3 years experience in on-site in-person technical support of both HW and SW. (not looking for pure phone support experience)
• College Degree or relevant training/Certificates preferred.
• MCP, MCSE, CompTIA+, Grow with Google or similar certifications are a preference.
• MUST have both HW and SW support for Windows based machines.
• MacOS experience is a huge plus.