AddressJob Description:
The Unified Workforce (UWF) Engineers:
The Unified Workforce (UWF) Engineer's role is responsible for providing Syngenta End User IT support in a vWIC, WIC, or DSS environment. Engineers will be required to move between service modes and therefore are expected to be familiar with all three modes' operations and requirements. The enhanced skill set of the engineers will ensure a more effective and improved end-user experience.
DXC has defined the following skill requirements for the Unified Workforce resources:
Bilingual, local language + English
- WIC - face-to-face at front desk experiences with:
- ServiceNow ticket handling
- Mobile Devices (+ Laptops) HW & SW related issues (strong)
- How-to assistance of showroom Devices or End User assigned IT Equipment
vWIC (Local Service Desk) - experiences with:
- ServiceNow ticket handling
- Remote support
- Software related issues (Standard & Non-Standard)
- Line of business application related issues
- Active Directory tool
- DSS - recommended experience level:
- ServiceNow ticket handling
- Microsoft Windows operating system – all related issues
- Microsoft Office 365 ProPlus/2019 – all related issues
- PXE boot staging process (+ updating Master cache PC)
- HP Desktop & Laptop hardware scopes
- RAM upgrade
- Keyboard exchange
- SSD HD replacement
- SCCM SW deployment issues (front end)
- Hand and eyes experiences for MFP, Standalone, Networked Printers & Scanners
- Smartphones & Portable Devices experiences for SIM configuration, how-to questions, Hand on eyes software issues (IOS, Android, and Windows)
- Standard and nonstandard HW Devices (peripherals like monitors, label printers, etc.)
- Meeting room management (Video and Audio Equipment)
- Servers not supported by Wintel (local task)
- Network cabling and port patching, Wi-Fi network, replacement of router, HUBS of Switches (local task)
- Smart Hands and Eyes for any Syngenta support teams
- Toner replacement “MPS” (local task)
- Document management like IP spreadsheets, Asset Management, etc.
- Stock management (incoming & outgoing IT goods)
Main characteristics for a UWF Engineer:
- Logging, resolving, and assigning incidents into ServiceNow
- Own the incident throughout its lifecycle
- In vWICs, walk End Users through installing applications and computer peripherals
- Install applications and peripherals for End Users in WICs and onsite
- Guide users with simple, step-by-step instructions
- Conduct troubleshooting (remote and face-to-face)
- Test alternative pathways until an issue is resolved
- Be able to recognize when to escalate the incident to Level 3 support
- Record technical issues and solutions in Knowledge Management System, update knowledge articles with newer and relevant information
- Deploy company assets to End Users like a laptop, desktop, mobile phones, etc.
- Maintain computer peripheral devices like printers and resolve associated problems, escalate when necessary to 3rd level by raising incidents & taking ownership
- Maintain Assets and Configuration Item records Escalate incidents when necessary using the Syngenta escalation process
- Provide End User training and education
- Update and maintain Engineer Manuals and the Syngenta Knowledge base
- Train End Users on the usage of computer hardware and software.
- Develop and manage effective professional working relationships with contractor personnel, co-workers, and clients.
- Adhere to policies as per corporate manuals and directives
- Provide best-in-class End User experience
- Participate in the global UWF knowledge sharing network
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.
