Scope of service activities
- On site infrastructure support in Prague office. Be present in office, and on demand in the showroom location.
- Handle infrastructure related issues - server room equipments, PCs, laptops, printers, scanners, LAN, WAN, mobile network, mobile devices on site. Close resolved tickets in 3M system.
- Install new computer equipment (imaging and re-imaging the PCs; transfer user data if required) on time
- Maintain local hardware and software assets inventory
- Assures compliance with 3M IT policies and directives, ie. software license policy, copyright law
- Organize PC training to local users on new features of PC models and applications etc. as specified by IT manager
- Identify and resolve local hardware / telecommunication problems. If additional help is needed call 3M central European Service Desk, or local vendor(s)
- Provide worklog report / IT ticket statistics as required
- Handle warranty/non warranty hardware fixes with service vendors
- Organize regular maintenance of infrastructure elements (eg. regular projector clean with service company)
- Plan future Hardware and Software needs together with local Management / IT
Requirements
- Fluent English
- Experience with end user support
- Experience with multinational company environment
- Onsite dedicated person + 1 backup person with the same level of knowledge
Local infrastructure setup details
Consists of standardized hardware, network and basic software elements
- 150 users
- One server room with 1 Local file server (Windows 2008 R2), UPS, Cisco IP telephony, Bluebox network cache
- Ethernet LAN, Cisco switches approx.300 endpoints
- Cisco enterprise wi-fi
- One Managed Leased Line + One optical network line between office and showroom
- 11 network office printers, 27 management dedicated personal printers
- Global infrastructure standards (HP PCs and Laptops, HP printers, HP server, Cisco switches)
- Standardized infrastructure support for users via European Service Desk, remote support, first point of contact for all IT related issues. Local infrastructure support to handle problems requiring on site support.
- 7 meeting rooms with docking stations and fixed projectors / + 1 additional mobile projectors
- Showroom location with, 2network printer and 3 fixed projector
- Centrally provided and managed business critical applications
- Standardized PC installation image (SCCM, Swimage)
- Standardized portfolio (Windows7 Pro, Office 365, McAfee antivirus, Lotus Notes/Outlook, Afaria for Enterprise mobility)
- Standardized centrally managed application updates (Landesk)
