Desktop Support Engineer

Field Support Service engineer will provide support to all Diageo provided Laptops, Desktops, I-Pads, Tablets, Phones (IOS & Android) through dedicated model. BYOD (Bring Your Own Device) is to be supported on best effort basis only.

Field Support service engineer will provide support to IT equipment used at Industry/manufacturing sites.

Field Support Service engineer will provide support for all printers & Scanners (both networked & standalone) & coordinate with the OEM vendor for all major issues that cannot be resolved by the FS engineer. Installation of printer drivers, Physical paper jam, Print Logic, cartridge replacement for all printer at the site.

FS engineer will support hardware refresh activities as and when required.

DSS should have deep knowledge on Azzure Active Directory, SCCM, Intune, Windows Autopilot, Service now.

FS engineer will own & drive the new hire program (limited to hardware allocation, configuration, software installation & updating CMDB) at all sites. Provide basic IT briefing to the new hire & guide them on how to reach out to IT support as per the Diageo process and the shared client SOPs at both dedicated & dispatch sites.

FS engineer will own the part off offboarding process, that is collecting the hardware from the user on his/her last working day. Follow the HR guidelines for any legal hold issues. Update the inventory stock once the hardware is collected.

FS engineer will support change management related activities for BAU & Project at all sites (Network & ZOOM related activities – H&F)

FS engineer will assist the user with data backup as per Diageo’s data policy. FS engineer will not be responsible for any end user data loss.

Personal based support for all VIP & VVIP, high standard support is expected & effective escalations for quick resolution.

FS engineer to participate on all major incident/change/problem tickets as and when required.

FS engineer to own & drive hardware asset stock details (laptops, desktop, monitors, scanners, printers & all other IT peripherals). Monthly reports to be shared on available stock vs consumed stock. Identify & escalate low hardware stocks to Diageo (Wipro FS Global lead to be informed) at sites & in timely manner to avoid hardware scarcity.

FS engineer will coordinate with the OEM vendor for all in warranty hardware (Laptops, Desktops, standalone printers, scanners etc.) repairs & part replacement. FS engineers will not replace or open the devices that are in warranty.

FS engineer will coordinate with third party vendors (for laptops, mobile phones, printers, scanners & other peripherals) as per the client SOPs and courier services to be provided by Client. Example: Sending devices like mobile devices to vendors for break fix issues and coordinating the same.

FS engineer will coordinate with the vendor for disposal of EOL system (Desktop, Laptop, IT peripherals, Desk phones, Mobile phones, Printers etc.). Including powering off and/or unplugging network device & servers at the datacenters.

FS engineer will own & drive all imaging & re-imaging issue on all desktop & laptops. Also participate & provide feedback to EUC team in image testing & image building.

FS engineer will support all IMACD requests at all sites.

FS engineer will assist end users with application installation of both packaged & non packaged. Only Diageo authorized applications will be installed unless there are exceptional approvals from Diageo.

FS engineer will provide hands & feet support during major outages during office hours & out of office hours & at both dedicated & dispatch sites. As per the agreed T&M and out of support hour pricing

FS engineers will participate in all BCP/DR (Business continuity program/Disaster Recovery) drills both planned & unplanned.

FS engineer shall leverage Digi lockers, Vending machines and Video Kiosks if available at any site.

Pay: €3,000.00-€31,000.00 per month

Work Location: In person