About the role
Company Description
IRON Systems is a leading provider of integrated information technology solutions and last-mile supply chain services, catering to global Data Center, Edge Computing, Telecom, and IoT Infrastructure sectors. We deliver scalable solutions to customers in over 100 countries, serving 800+ metros and 100,000 business locations. Utilizing our proprietary digital operating system platform, we offer SLA-driven managed services that automate supply chain business processes. Founded in 2002 and headquartered in Fremont, California, USA, IRON Systems has regional offices in more than 20 countries.
Responsibilities:
- Provide customer-facing end-user support.
- Break-fix support for Laptop, desktops, tablets and associated hardware peripherals
- IMAC support, including large-scale/bulk office moves/re-stack activities (all moves)
- Support for Operating System, base load software, MS Office suite and other business applications
- Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
- Access-related issues with smart card, passwords, and security; application configuration and troubleshooting; and general inquiries
- Support for the Mobility devices (IOS/iPhone/IPads)
- VIP and home-based office (HBO) user support
- Manage the ticket queue in the Remedy system and ensure they are resolved and closed within the defined service level maintenance
- Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
- Perform managed print service invoicing/meter read/polling report verification
- Perform end-user support-related security and controls and compliance-related tasks such as access reviews, risk assessments, controls verifications, facility inspections, and maintenance of verification logs
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
- Provide IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT/AV contacts and stand-by support
- Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis
- Strong understanding of client-based Operating Systems
- Strong ticketing system experience
- Proficient understanding of level 1 Helpdesk services
- Strong understanding of end-user hardware
- Strong knowledge of client-based applications
- Proficient with common network protocols (TCP/IP) for device connectivity issues
- Excellent communication skills (English & Local language)
- Excellent customer engagement and customer service skills
- Strong desire to help, share, and assist others
- Excellent analytical skills, Work Ethic and Problem-solving skills
- Basic Safety knowledge in order to assist users with ergonomic equipment
- Ability to lift heavy equipment’s within stockroom
- Customer experience: CSAT focused on Customer is #1 Attitude
- Professional and courteous and Ability and patience to work in a highly dense client environment
- Flexible for travelling to remote sites/locations
- Technical Certification (Microsoft/HP/Dell) in a similar field will be an added advantage
- s
About Iron Systems, Inc
IRON Systems is a leading provider of integrated information technology solutions and last-mile supply chain services to the global Data Center, Edge Computing, Telecom and IoT Infrastructure and adjacent industries.
Focused on enabling end-to-end last-mile global commerce, we provide highly scalable solutions to our customers in more than 100 countries around the world, serving over 800 metros and 100,000 business locations as well as most IT infrastructure manufacturer & software vendors.
By leveraging our proprietary digital operating system platform, we integrate and automate all parts of supply chain business processes as SLA-driven managed services. This includes on-demand workforce marketplace, OEM integration centers, import/export, logistics, warehousing, and maintenance of computing infrastructures.
Founded in 2002, IRON has regional offices in over 20 countries, and is headquartered in Fremont, California, USA.
About the role
Company Description
IRON Systems is a leading provider of integrated information technology solutions and last-mile supply chain services, catering to global Data Center, Edge Computing, Telecom, and IoT Infrastructure sectors. We deliver scalable solutions to customers in over 100 countries, serving 800+ metros and 100,000 business locations. Utilizing our proprietary digital operating system platform, we offer SLA-driven managed services that automate supply chain business processes. Founded in 2002 and headquartered in Fremont, California, USA, IRON Systems has regional offices in more than 20 countries.
Responsibilities:
- Provide customer-facing end-user support.
- Break-fix support for Laptop, desktops, tablets and associated hardware peripherals
- IMAC support, including large-scale/bulk office moves/re-stack activities (all moves)
- Support for Operating System, base load software, MS Office suite and other business applications
- Support for the Imaging devices (print/scan/copy/fax) that includes printers and MFDs
- Access-related issues with smart card, passwords, and security; application configuration and troubleshooting; and general inquiries
- Support for the Mobility devices (IOS/iPhone/IPads)
- VIP and home-based office (HBO) user support
- Manage the ticket queue in the Remedy system and ensure they are resolved and closed within the defined service level maintenance
- Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
- Perform managed print service invoicing/meter read/polling report verification
- Perform end-user support-related security and controls and compliance-related tasks such as access reviews, risk assessments, controls verifications, facility inspections, and maintenance of verification logs
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
- Provide IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT/AV contacts and stand-by support
- Provide IT support for disaster recovery and emergency response activities in the event of emergency situations at local sites.
- Provide On-call support if required outside business hours on a rotational basis
- Strong understanding of client-based Operating Systems
- Strong ticketing system experience
- Proficient understanding of level 1 Helpdesk services
- Strong understanding of end-user hardware
- Strong knowledge of client-based applications
- Proficient with common network protocols (TCP/IP) for device connectivity issues
- Excellent communication skills (English & Local language)
- Excellent customer engagement and customer service skills
- Strong desire to help, share, and assist others
- Excellent analytical skills, Work Ethic and Problem-solving skills
- Basic Safety knowledge in order to assist users with ergonomic equipment
- Ability to lift heavy equipment’s within stockroom
- Customer experience: CSAT focused on Customer is #1 Attitude
- Professional and courteous and Ability and patience to work in a highly dense client environment
- Flexible for travelling to remote sites/locations
- Technical Certification (Microsoft/HP/Dell) in a similar field will be an added advantage
- s
About Iron Systems, Inc
IRON Systems is a leading provider of integrated information technology solutions and last-mile supply chain services to the global Data Center, Edge Computing, Telecom and IoT Infrastructure and adjacent industries.
Focused on enabling end-to-end last-mile global commerce, we provide highly scalable solutions to our customers in more than 100 countries around the world, serving over 800 metros and 100,000 business locations as well as most IT infrastructure manufacturer & software vendors.
By leveraging our proprietary digital operating system platform, we integrate and automate all parts of supply chain business processes as SLA-driven managed services. This includes on-demand workforce marketplace, OEM integration centers, import/export, logistics, warehousing, and maintenance of computing infrastructures.
Founded in 2002, IRON has regional offices in over 20 countries, and is headquartered in Fremont, California, USA.