Tech Partner

Job Description

This Tech Support role, internally titled "Tech Partner," is part of a small on-site team delivering hands-on, in-person support to both office-based employees and engineering teams working in laboratory environments, providing day-to-day hardware and software support while enabling lab setup, equipment integration, and experimental workspace readiness.

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


* Support laboratory and R&D environments, including setting up and configuring lab equipment, running and organizing cabling, assisting with hardware and software integration for experiments, and ensuring workspaces are operational for engineering teams


* 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

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: Onsite 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 worklog 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 Tec...