IT On-Site Tech Partner - South Africa

Schneider's Purpose: To create IMPACT by empowering all to make the most of our energy and resources, bridging progress and sustainability. At Schneider, we call it 'Life Is On. '

Our Mission: To be a trusted partner in sustainability and efficiency.

Our Renewed Purpose: Highlights our commitment to creating a lasting impact while upholding our promise to maximize the use of our energy and resources, bridging progress and sustainability for all.

We are a global industrial technology leader, bringing world-leading expertise in electrification, automation, and digitization to smart industries, resilient infrastructure, future-proof data centres, intelligent buildings, and intuitive homes. Anchored by our deep domain expertise, we provide integrated, end-to-end AI-enabled Industrial IoT solutions, featuring connected products, automation, software, and services, that deliver digital twins to enable profitable growth for our customers.

• Workplace Equipment on site services
• Desk-side support - provide Desk Side support services to end users when incidents cannot be resolved remotely through the Service Desk.
• Hardware break and fix - provide HW Break & Fix support services to end users when hardware incidents need a replacement of defective whole unit by an equivalent one.
• Enterprise IT web and mobile application support
• VIP Support - Provide White-Glove support for VIPs / Senior Executives.
• Non-Catalogued Onsite Services (Non Standard Service Requests)
• Manage and resolve user queries and issues received at walk-in IT desks (Tech Stops).
• Provide technical support for digital and f2f special events such as annual meetings, Board meetings, training sessions, for both internal/external end users.
• Training end users on how to operate office automation equipment as requested
• Provide physical on-site and/or remote support services for end users in remote locations
• 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

• Daily Infrastructure Support Operations including Backup and Tape Management
• Timely upgrade and build of Computers / Workstations as per Standard Operating Procedures (SOPs) to Schneider Electric standards to meet Global IT Requirements.
• Allocation/ reallocation of Workstation to end users, and coaching of new joiner
• Assist in the Movement / Distribution of IT Equipment whenever the need arises
• Maintain the Physical inventory of IT Equipment register and reconciliation
• Management of Server Rooms and Communication rooms - ensure that the rooms are maintained to proper working standards
• Working with the Global Helpdesk and other support teams to ensure incidents/ problems are resolved within SLA's
• Work with external vendors and other internal departments to conduct tech refresh of IT assets, tracking order status, tracking delivery / installation status.
• IMACD (Installation, Move, Add, Change, and Disposal Services) - Perform and support hardware and software IMACDs, installations, updates and downloads for desktops, laptops, smart phones/tablets and other mutually agreed devices as per Schneider standards
• Hardware and Software Asset tracking - provide Asset Tracking services for Schneider workplace equipment. Ensure CMDB is updated to reflect required, accurate data for new equipment deployments, equipment reassignment, equipment returns, etc.
• Eyes and Hand Support to server and network administration - provide Eyes & Hand support to operate technical task requests on infrastructure equipment, and under control of the remote administration team.
• Support the entire LAN and WAN - liaise with vendor to support telecommunication systems.
• Liaise with Network operations, Connectivity teams, and service providers as required in restoring WAN link failures
• Escort Services to external suppliers - Coordinate with external vendors for the service of location infrastructure components.
• Level 1 support/responsibility to IT infrastructure - Provide L1 support wherever required for specific services. Global Projects.
• Collaborate and Work with the global teams for the successful rollout and implementation of Global Initiatives in the market. Vendor Management ¨ Raise requisitions for any service from vendor ¨ Track all request to procurement for the delivery of IT hardware and software and make follow-ups.
• Track all equipment repair request and Warranty claims of third party
• Track purchase orders and delivery with vendors

• Overall technical understanding of latest IT platforms and services (e.g. collaboration tools, networking, hardware, cloud computing)
• Hands-on experience with SCCM, AD, McAfee, MS Outlook, Office 365, Mobile Device Management
• Knowledge of Telecommunication Systems, Computer Network Operations and other Application software.
• Project and time management skills.
• Understanding of ITIL processes.

• Computer/IT University Degree
• 2-3 years' experience
• Fluent English language skills (verbal & written)
• Analytical and problem-solving skills