IT Field Service Agent (outsourced)

Descrizione del lavoro:

Overview

PepsiCo is one of the world's most recognized and respected consumer brands. With over $65 billion in revenue and nearly 300,000 employees globally, we strive for excellence in everything we do. Our commitment to innovation, performance, and collaboration sets us apart. As a company, we are dedicated to fostering a diverse and inclusive environment where our employees can thrive both personally and professionally
Responsibilities

The main objective of this role is to provide onsite support to users, infrastructure, and local operations. The role manages local IT asset and inventory, plans for refresh cycles; role addresses end user tickets and provides resolution where needed per end user expectations and communicates various notifications.
Provides second level support based on incidents and support request from Service Desk, requested by customers, in a timely manner and according to agreed standards, procedures and KPIs. Maintain desktops, laptops, printers, Ipads, desk phone , handhelds, mobile phones and peripheral equipment.

Accountabilities

* Provides full-cycle technical support of IT equipment (as a smart hands): acceptance from the supplier, commissioning, delivery to users, repair through authorized service centers, utilization.
* Represents of IT Operations on a site, manages regional specific Field Service operations (i.e. walk-in, ticket logging, trouble-shouting, support, reporting, customer satisfaction, major incident resolution).
* Initiates OS and equipment refreshes per approved cycles.
* Perform stocktaking activities, coordinate overall IT asset accounting (equipment receipt, issuing, internal transfer, disposals, utilization, etc.)
* Smartphones purchase with mobile phone provider tools , phones provisioning , manage stock and warranty RMA for Smartphones and support for 150 Ipads\HHC, manage and control packages on mobile phones.

Qualifications

* Good understanding of IT infrastructure, End User Computing, PC, Security Tools, Smartphones, Compute, Network infrastructure
* Be a result-driven, communicative person who can work independent / remotely from a manager.
* Strong teamwork, customer oriented
* Supplier management experience (Basic level)
* Effectively prioritize and execute tasks in a high-pressure environment
* Process orientated mindset - experience with ServiceNow, toolset (or similar) is an asset.
* Ability to translate and present complex technical information/solutions into end-user language
* Experience working within an international organization
* Team player

Educational Background
* Ideally educated to degree level or equivalent standard (IT preferable)
* B2 - Intermediate Level English (communication skills) mandatory - high level preferred
* Certification in ITIL Foundations -preferred
* Certification in Networks would be considered as a plus

The main objective of this role is to provide onsite support to users, infrastructure, and local operations. The role manages local IT asset and inventory, plans for refresh cycles; role addresses end user tickets and provides resolution where needed per end user expectations and communicates various notifications.
Provides second level support based on incidents and support request from Service Desk, requested by customers, in a timely manner and according to agreed standards, procedures and KPIs. Maintain desktops, laptops, printers, Ipads, desk phone , handhelds, mobile phones and peripheral equipment.

Accountabilities

* Provides full-cycle technical support of IT equipment (as a smart hands): acceptance from the supplier, commissioning, delivery to users, repair through authorized service centers, utilization.
* Represents of IT Operations on a site, manages regional specific Field Service operations (i.e. walk-in, ticket logging, trouble-shouting, support, reporting, customer satisfaction, major incident resolution).
* Initiates OS and equipment refreshes per approved cycles.
* Perform stocktaking activities, coordinate overall IT asset accounting (equipment receipt, issuing, internal transfer, disposals, utilization, etc.)
* Smartphones purchase with mobile phone provider tools , phones provisioning , manage stock and warranty RMA for Smartphones and support for 150 Ipads\HHC, manage and control packages on mobile phones

Requisiti del candidato:

* Good understanding of IT infrastructure, End User Computing, PC, Security Tools, Smartphones, Compute, Network infrastructure
* Be a result-driven, communicative person who can work independent / remotely from a manager.
* Strong teamwork, customer oriented
* Supplier management experience (Basic level)
* Effectively prioritize and execute tasks in a high-pressure environment
* Process orientated mindset - experience with ServiceNow, toolset (or similar) is an asset.
* Ability to translate and present complex technical information/solutions into end-user language
* Experience working within an international organization
* Team player

Educational Background
* Ideally educated to degree level or equivalent standard (IT preferable)
* B2 - Intermediate Level English (communication skills) mandatory - high level preferred
* Certification in ITIL Foundations -preferred
* Certification in Networks would be considered as a plus