Onsite Support

3 weeks ago

Nanticoke Ontario, Haldimand-Norfolk, Canada Tata Consultancy Services Full time

TCS is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in. Our continued commitment to Culture and Diversity and is reflected in our people stories across our workforce implemented through equitable workplace policies and processes.


About TCS

Tata Consultancy Services is an IT services, consulting, and business solutions organization that has been partnering with many of the world’s largest businesses in their transformation journeys for over 55 years. Its consulting-led, cognitive powered portfolio of business, technology, and engineering services and solutions is delivered through its unique Location Independent Agile™ delivery model, recognized as a benchmark of excellence in software development. A part of the Tata group, India's largest multinational business group, TCS has over 615,000 of the world’s best-trained consultants in 55 countries. The company generated consolidated revenues of US $27.9 billion in the fiscal year ended March 31, 2023, and is listed on the BSE and the NSE in India. TCS' proactive stance on climate change and award-winning work with communities across the world have earned it a place in leading sustainability indices such as the MSCI Global Sustainability Index and the FTSE4Good Emerging Index.


About the client


A global energy leader ranked in the top 5 in Fortune 500. With a commitment to innovation and sustainability, they drive advancements in oil, gas, and renewable energy technologies. Join us in serving this world-renowned client, where your talents shine. We’re looking for passionate individuals to contribute to their mission.


Required Skills and Responsibilities:


•Strong knowledge of desktop/laptop hardware

•Good knowledge of Win 10, Win 11 & MS Office

•Knowledge of Mac OS is preferred.

•Understanding of daily operations and delivery processes

•Application / software installation and troubleshooting

•Knowledge / exposure on ticketing tools (Service Now)

•Windows system administration

•Strong Troubleshooting Skills

•Hardware, operating system & software knowledge of laptops, desktops & mobile devices, printers etc.

•Working knowledge of supporting computer peripherals, like printers, scanners and non-standard devices etc.

•Understanding of active directory, networking

•Hardware, operating system & software knowledge


Roles & Responsibilities:


•Provides second-line investigation and diagnosis.

•Resolves and closes incidents/service requests as per the procedures & allocated timelines.

•Logs relevant incident/service request details as per process in ITSM tool.

•Communicates with client regarding incident progress.

•Ensures tickets are updated at all times until issues are resolved.

•Complies with Quality Health Safety Environment (QHSE) and IT policies.

•Liaises with clients, IT support groups and 3rd party providers when necessary.

•Performs staging of PCs

•Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc.)

•Conducts hardware and software maintenance and support.

•Troubleshoots and resolves PC incidents and/or VIP requests.

•Assists with Site Security Officer (SSO) on IT security issues and virus elimination.

•Create/maintain documentation for scope of work.

•Special events coverage, meeting room & VCON & voice devices support

•Centralized hardware and Spare part stocking and local site inventory management and asset management

•Stock management.

•Break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)

•Hardware vendor coordination for Break fix

•Imaging & provisioning of devices. Setup and build workstations.

•Update AMDB including hardware and software.

•PC and other devices - logistics management

•Coordinate activities with third parties to resolve the IT issues or complete service requests.

•Follow standard operating procedures as documented in the knowledge management system.

•Providing training / demo’s when needed to end users.

•Onsite admin tasks e.g. backup, OS migration.

•Onsite Operational support of Industrial mobility devices

•Mobility - Operational support for company owned mobile phones / tablet devices and BYOD.

•Asset Disposal

•Coordinate with regional/global support groups for end-to-end request resolution and escalation.

•Operational support of Buyer certified standalone printers (driver installation / connectivity and printer software related troubleshooting

•Operational support for non-network connected HBO AIO Printer / Scanner / Fax

•Loading/Reloading of PCs with standard image for deployment of CME Kiosk Machines.


Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodations during the recruitment and selection process, please inform Human Resource.


Thank you for your interest in TCS. Candidates that meet the qualification for this position will be contacted within a 2 week period. We invite you to continue to apply for other opportunities that match your profile.

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