Desktop & Video-Wall Support Engineer (Operations Centre)

Provide advanced diagnostics at system application and infrastructure level for the system.

Carry out root-cause analysis for major and recurring incidents and own the permanent fix.

Open and manage OEM back-to-back support cases under the same ticket and SLA clock.

Own configuration firmware and software maintenance and coordinate manufacturer releases and upgrades.

Own the preventive-maintenance procedures and predictive monitoring for the system.

Maintain the design documents SOPs and knowledge base; mentor and sign off Level-2 competence.

Provide technical assessment to the Change Advisory Board for changes to the system.

Maintain desktops and the TOC video walls processors and displays; give TOC faults priority; calibrate AV.

Requirements

Desktop-support certification (e.g. CompTIA/Microsoft); Barco/Extron or AV video-wall training.

ITIL Foundation.

Experience. 4 or more years hands-on with the specific system in a comparable environment.

Competencies

Deep product knowledge.

Diagnostic and root-cause skill.

OEM liaison.

Documentation and mentoring.

Key performance indicators

Advanced-incident resolution within SLA.

RCA delivered within timeline.

Repeat-incident reduction.

Certification currency.

Required Skills:

Desktop-support certification (e.g. CompTIA/Microsoft); Barco/Extron or AV video-wall training. ITIL Foundation. Experience. 4 or more years hands-on with the specific system in a comparable environment. Competencies Deep product knowledge. Diagnostic and root-cause skill. OEM liaison. Documentation and mentoring. Key performance indicators Advanced-incident resolution within SLA. RCA delivered within timeline. Repeat-incident reduction. Certification currency.

Employment Type : Full Time
Experience: years
Vacancy: 1