OverviewA Hardware Managed Services (HMS) Engineer provides basic to intermediate level desktop installation, configuration, support and troubleshooting services in the Wintel environment.
HMS Engineers can provide basic desktop support, offering simple fixes and fixing known errors.
The HMS Engineer is hardware skilled and accredited through the appropriate core vendor training programs to provide desktop, laptop and thin clients break-fix support.
Typically, a HMS Engineer will provide software installations and configuration in an existing desktop infrastructure or pre-designed project and will be familiar with current Microsoft desktop Operating Systems.
Minimum 1 3 Desktop support experience in a large corporation environment
Perform requested installation, moves, changes, upgrades, configuration, testing and other planned requests on End User IT Hardware and Peripherals such as laptops, desktops, thin clients, IP phones, etc.
Perform PC staging, wiping, or de-installation as per Operation Support Manuals (OSMs)
Troubleshoot and resolve hardware related incidents
Replace hardware components in equipment
Perform other IT related actions as guided by the Computacenter Lead or Service Manager
Perform support tasks in agreed SLAs
Obtain Customer end user sign off of work performed as required
Update the ticket in the Customer tool identified in the OSMs
Maintain and update End User IT Hardware inventory
Essential Technical Skills
Windows 7 / 10
MS Office 2010 + application suite
Ticketing System, e.g. ServiceNow
Understanding of ITIL, or ITIL certified
Essential Non-Technical Skills
Good communication and reporting skills
Strong team player with strong client focus
Good analytical and problem-solving skills
Proactive and flexible in accommodating stretched tasks
Work effectively under minimum supervision
About HMS Team Structure
Perform BAU support in multiple client’s offices
Shift rostering between 7AM 7PM weekdays
Support projects or ad-hoc tasks in non-office hours including weekends and public holidays