- Resolve Incidents and Problems associated with EUS equipment and EUS software, and provide break/fix support, advice, and assistance to Authorized Users.
- For hardware break/fix, ensure timely resolution or replacement of defective device.
- Provide or coordinate onsite technical support to Authorized Users for maintenance and break/fix activities; Create and provide updates to Incident and Problem tickets in the IT Service Management (ITSM) system to reflect actions taken to resolve Incident or Problems to enable but not limited to real-time reporting.
- Perform proactive and reactive monitoring and troubleshooting to effectively identify potential Incidents or Problems, and attempt to eliminate them before they impact Authorized Users.
- Provide support to all Authorized Users who access Customer provided services from any location. Wherever possible, support and repair the defective EUS device remotely.
- Coordinate EUS service-related activities with the Service Desk, and provide Level 2 and Level 3 Support to the Service Desk and/or Authorized Users as necessary.
- Coordinate efforts with Third-Party service and maintenance Suppliers as necessary to keep EUS equipment and EUS software in good working order.
- Immediately upon determination that an equipment or software Incident cannot be fixed remotely, provide mail-in support by sending an entire spare unit (or peripheral, if possible) via overnight delivery or direct local authorized personnel.
- Provide hardware and software Asset Management and reporting.
- Tracking Asset Locations and EUS device inventories at Customer locations.
- Recover software licenses on decommissioned, lost or stolen devices.
- When authorized Users are connected (or attempting to connect) to Customer network, coordinate activities with the Service Desk.
- Assist with access to LAN, WAN, & LAN segment print and file services.
- Assist with electronic mail replication; and access to mainframe and/or application and utility server applications.
- Drive continuous improvement in customer satisfaction, Remote/Field Support & On-site Support.
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