IT-Technician

• Overall responsible for the coordination for onsite support activities

• Advises supplier and 3rd parties for onsite delivery

• Coordination of know how transfer for Onsite activities per location

• Reporting and Monitoring of all Onsite support activities per segment

• Operational escalation for onsite topics 

• Acts as single point of contact for the business regarding onsite demands (permanent vs ticket based)

• Installation or changing, configuration, and testing of the service object component (see slide 10). 

• Install LAN/WLAN devices and configuration (e.g. IP-addresses),

• Transport to the place of installation 

• Patching the network connection socket (if necessary), Applying/restoring the basic configuration (printer, drives, favorites, Office settings), Review of functional and operational capability, Labeling hardware (if necessary, with the involvement of the customer), Updating the CMDB

• Supply of the hardware and software components and the associated warranty agreements and software maintenance contracts, if required

• Supply of the installation materials (e.g. CD) for each software product and installation manual, if required

• Restoring or moving user’s data from replaced service object to the new one

• Accepting orders/requests to install, add, or change Service Object components 

• Agreeing an appointment for requests and confirmation of the date and time by recipient (if necessary)

• Verify and accept completion by contacting the end user and/or request to confirm the request completion

• Refreshing hardware

• Wiping: Delete all data storage media using certified products provided by the customer

• Refreshing (cleaning) devices and components

• Remove old device

• Install new device 

• Configuration of the new device and instruction of user

• Updating the inventory database (inventory DB and CMDB)

• Coordination of the incident and coordination of suppliers in case of component or system breakdowns

• Updating firmware, operating systems and other software if it is necessary for troubleshooting and approved by customer 

• Software recovery (re-installation) in accordance to dormakaba software standard image (e.g. EWP)

• Arranging a time for on-site support with end users

• In case of warranty repairment the repair will be executed by the warranty provider under the coordination of the …...service provider. 

• For Smartphones is replacement only 

• For special hardware (e.g. plotter) is replacement only

• Restoring the functionality, including the involvement of  experts from the manufacturer's or supplier's side for end user …..devices

• If service object has been replaced or repaired, restoring software and applying the last configuration to the new …...components/system afterwards. This duty includes warranty repairments by third party as well.

• Functional test (according to the process defined mutually in the transition) to verify the completion of the repair       …..(e.g. power-on test, visual verification of proper operation)

• Arranging an appointment with the user to return the hardware after it has been repaired and ready for use

• Returning the device after it has been repaired off site (separate ticket)

• Installation or uninstallation of unpackaged software based on service request. Dormakaba is responsible for supply, license and making ready for on-site installation.

- Construction and dismantling of the workplaces I workplaces were set up professionally by the technician and equipped with hardware, then the hardware was wired and installed in a customer-specific manner.

- Carrying out test runs of the installed new devices I After each successful installation, the components were checked for proper function.

- Dismantling of old devices I Old devices were professionally dismantled by the technician and deposited at the foreseen location.

- On-site support for end users I The technician was always available to support the users; any questions relating to the hardware were discussed with him.

- Fault analysis and rectification, I in the event of specific faults, the technician was called in for an analysis; if possible, the fault was rectified immediately.

- On-site client service I clients were serviced and checked by the technician at all times and IMAC activities were carried out.

- Data backup I the technician was obliged to back up the hardware before each dismantling.