End User Support

Key Responsibilities & Duties:

On-site Visits:

• Provide on-site support for ATMs, Network connectivity, PCs, Tablets, and other designated areas based on reported issues, scheduled checks, and regular maintenance plans in branches and main office.
• Follow the instructions of back-office engineers to provide the required support on-site.

Hardware Checks:

• Perform physical inspections of ATMs, PCs, Printers, and endpoint devices to confirm the proper operation.

Preventative Maintenance:

• Perform the preventative maintenance routine service as per the work schedule for ATMs, Routers, Switches, PCs, Printers, and endpoint devices by cleaning components, verifying power supplies, and ensuring all parts function optimally.

Hardware Repairs:

• Address and rectify fundamental hardware issues across ATMs, PCs, Printers, and endpoint devices.
• Substitute defective components and reinstate services promptly.

Network Connection Checks:

• Validate the stability and functionality of the network connections for ATMs, PCs, and other devices, encompassing both wired and potential wireless connections.

Inventory Management:

• Systematically manage and replenish spare parts and tools for ATMs, PCs, Printers, and endpoint devices, ensuring readiness for any on-site repair or replacement tasks.

Communication:

• Maintain regular communication with the back office team post-site visits for ATMs, PCs, Printers, and endpoint devices support.
• Deliver comprehensive updates on tasks executed, anomalies detected, and components substituted.

External Vendor Coordination:

• Collaborate effectively with external vendors like internet service providers and hardware suppliers to ensure seamless service delivery across all supported devices.

Emergency Responses:

• Prioritize and rapidly address non-operational ATMs, PCs, Printers, and endpoint devices, especially in locations with high user traffic, to curtail service downtime.

PC and Laptop Support

• Preparing New Laptops and formatting Laptops if required.
• Hardware Reset & test.
• Identify and resolve hardware problems for PCs, Printers, and endpoint devices.
• Troubleshooting Laptop hardware problems.

Printer and Scanner Support

• Installation and physical relocation of any PCs, Laptops, Printers, Scanners, and all other end-user devices within the location or to another location.
• Identifying Printer and Scanner Hardware problems.

Other Device Support

• Laptop and projector installation for presentations.
• Support on the Branch closure or Bulk relocations which are planned after working hours or during weekends to address business needs.
• Hardware installation for new branch implementations which include installation of PCs, Printers, Phones, and other endpoint devices, assembled on the required location, connected to power and network, and tagged with the proper label.
• Escalating power problems to the maintenance team.
• Testing and implementation of devices in short-notice periods.
• Perform regular preventive maintenance on all devices and hardware
• Support & maintenance branches TV screens (connected to a PC and RB network
• Replace the device when needed

 

Network Support

• Installing network devices in the IT room racks, and providing extended support to the communication team.
• Checking and isolating network communication Problems.
• Troubleshoot network cable Problems and change cables if required.
• Support communication team to check the Branch ISP devices and troubleshoot power and network problems.
• Support the ATM UPS status, power connection, and network router hardware and connectivity status and report to the team lead.
• Support the operations team for port activation or network issues.
• Support communication team during Network Migration activities with installation, removal, patching of network cables, relocation of devices, mounting, unmounting, and labeling of devices and racks.
• Perform appropriate adjustments, repairs, and replacements necessary to restore equipment operation and performance to the manufacturer’s specifications as per the team lead instructions.
• Support the operations team for new switch installation.
• Physical Reset of Communication devices upon request

 

iPad and Apple Pencil Support

• Install new iPad, Apple Pencil to the Branch staff
• Pull-out iPad, and Apple Pencil devices
• Relocate iPad, and Apple Pencil devices at Branches
• Troubleshoot on iPad & Apple Pencil HW issues & log request with OEM if needed replacement

 

 

Skills & Qualifications:

• Basic understanding of network connectivity and protocols.
• Proficiency in handling and troubleshooting hardware components for ATMs, PCs, Printers, and endpoint devices.
• Strong communication skills, both written and verbal.
• Ability to manage inventory effectively.
• Proactive and solution-oriented mindset.
• Relevant technical certification is a plus.
• A driving license is a mandatory requirement.

Education & Qualifications:

• Bachelor’s Degree in Computer Science, Information Technology, Network Engineering, or a related field. Fresh graduates are encouraged to apply.
• Basic understanding of network connectivity and protocols.
• Proficiency in handling and troubleshooting hardware components.
• Ability to manage inventory effectively.
• Relevant technical certification is a plus (e.g., Cisco Certified Network Associate – CCNA).

Working Conditions:

• The role requires extensive on-site visits, potentially outside standard working hours depending on emergencies.
• May involve lifting or moving small hardware equipment or parts.
• Exposure to outdoor conditions, especially when traveling between ATM locations.

 

 

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