Desktop & Video-Wall Support Engineer (Operations Centre)
·Provide advanced diagnostics at system,
application and infrastructure level for the system.
·Carry out root-cause analysis for major and
recurring incidents and own the permanent fix.
·Open and manage OEM back-to-back support cases
under the same ticket and SLA clock.
·Own configuration, firmware and software
maintenance and coordinate manufacturer releases and upgrades.
·Own the preventive-maintenance procedures and
predictive monitoring for the system.
·Maintain the design documents, SOPs and
knowledge base; mentor and sign off Level-2 competence.
·Provide technical assessment to the Change
Advisory Board for changes to the system.
·Maintain desktops and the TOC video walls,
processors and displays; give TOC faults priority; calibrate AV.
Requirements
·Desktop-support certification (e.g.
CompTIA/Microsoft); Barco/Extron or AV video-wall training.
·ITIL Foundation.
Experience.4
or more years hands-on with the specific system in a comparable environment.
Competencies
·Deep product knowledge.
·Diagnostic and root-cause skill.
·OEM liaison.
·Documentation and mentoring.
Key performance
indicators
·Advanced-incident resolution within SLA.
·RCA delivered within timeline.
·Repeat-incident reduction.
·Certification currency.