Job Detail

Job Description:

The Unified Workforce (UWF) Engineer's role is responsible for providing our Customer End User IT support in a vWIC, WIC, or DSS environment. Engineers will be required to move between service modes and therefore are expected to be familiar with all three modes' operations and requirements. The enhanced skill set of the engineers will ensure a more effective and improved End User experience.
 

Location: We are searching for suitable applicants for the following locations: Basel, Stein, Monthey.
 

Main Characteristics For a Field Technician Experienced

• Logging, resolving, and assigning incidents into ServiceNow


• Own the incident throughout its lifecycle


• In vWICs (Virtual WalkIns), walk End Users through installing applications and computer peripherals


• Install applications and peripherals for End Users in WICs and onsite


• Guide users with simple, step-by-step instructions


• Conduct troubleshooting (remote and face-to-face)


• Test alternative pathways until an issue is resolved


• Be able to recognize when to escalate the incident to next support level.


• Record technical issues and solutions in Knowledge Management System, update knowledge articles with newer and relevant information


• Deploy company assets to End Users like a laptop, desktop, mobile phones, etc.


• Maintain computer peripheral devices like printers and resolve associated problems, escalate when necessary to 3rd level by raising incidents & taking ownership


• Maintain Assets and Configuration Item records Escalate incidents when necessary using the Company escalation process


• Provide End User training and education


• Update and maintain Engineer Manuals and the Company Knowledge base


• Train End Users on the usage of computer hardware and software.


• Develop and manage effective professional working relationships with contractor personnel, co-workers, and clients.


• Adhere to policies as per corporate manuals and directives


• Provide best-in-class End User experience


• Participate in the global Unified Workforce knowledge sharing network

DXC has defined the following skill requirements for the Unified Workforce resources:

• Bilingual, local language + English

• Minimum 3-4 Years working in the area of Workplace support


• ServiceNow ticket handling


• Good Knowledge about Mobile Devices HW, iOs, Android


• Good communication skills in the service area


• Remote support tool LogMeIn


• Windows 10, AD DS, Office 365, Teams, Zoom, OneDrive, Cisco AnyConnect


• Line of business application related issues


• Active Directory tool


• Meeting room management (Video and Audio Equipment)

Thank you for taking time reviewing our job ad. If you believe this is the right match for you, please do not hesitate to apply. We are eager to learn more about you!
Only shortlisted candidates will be contacted.