Onsite Technician

The “Proximity Service” (also called on-site service or field service) describes all tasks related to the operations on a workplace at the customer’s site. These can be both planned deployments (IMAC/D) and break and fix actions (that cannot be resolved by LS1 or downstream support levels. It refers to a specific type of IT support model where support resources are located near the end-users or client sites they serve. It is also known as “On-Site Support”.

Overview of LS1.5 Proximity support

Proximity Support serves as a viable alternative to the Service Desk when remote support alone is insufficient to effectively assist an end-user.
The main characteristics expected by the Purchaser are:

• Language support: Proximity Support technicians shall speak local language and at least technical English (some exceptions for specific sites can be discussed).
• On-Site Presence: Proximity Support involves having IT support personnel stationed on-site or near end-users or client locations. This physical presence allows for faster response times and immediate assistance when technical issues arise. Figure 12 provides more details on the proximity support modes which are expected from the Service Provider.
• Hardware and Software Support: Proximity Support technicians provide hands-on assistance with hardware and software-related issues. They help with the setup, configuration, trouble-shooting, and repair of computer systems, peripherals, and software applications at the us-er’s location.
• Equipment Deployment and Moves: Proximity Support technicians assist with the deployment of new hardware or software solutions and manage equipment moves or relocations. This can involve setting up workstations, connecting devices, andensuring proper functioning of equipment in the new location.
• Issue Diagnosis and Resolution: Proximity Support personnel diagnoses and troubleshoot technical issues reported by end-users to Service Desk. They work closely with the users to understand the issue and provide timely resolutions. If the issue cannot be resolved on-site, they may escalate it to higher support levels for further investigation.
• Preventive Maintenance (out of self-services support or automatic services): Proximity Sup-port technicians may perform routine maintenance tasks, such as system updates, antivirus scans, and hardware cleaning, to prevent potential issues and ensure optimal performance of the IT infrastructure.
• Customer Service and Relationship Management: Proximity Support technicians maintain a strong customer service orientation and focus on building positive relationships with end-users. They provide friendly and professional support, address user concerns, and strive to deliver high levels of user satisfaction.
• IMAC/D Services: including Installation, Move, Add, Change and Delete/Dispose. Proximity Support technicians ensures management of all IMAC/D. Accordingly, these include all ser-vices for the assembly, relocation, dismantling and storage of the hardware. If necessary, BSI-compliant data deletion must also be carried out when hardware is returned to the warehouse. The range of services refers to individual orders. Quantitatively more comprehensive services (e.g.in the context of projects) must be evaluated separately. In addition, the Proximity Support technicians perform manual interventions on site at the digital workstation (including mobile workstations) that cannot be carried out remotely through the LS1, as well as in the technical rooms at the customer’s sites, which involve physical handling and/or cabling of the hardware. The assignments and actions are controlled by the Service Desk as part of support control.
• Stock Inventories: the Service Provider shall ensure that the stock levels for workstation and IT accessories are regularly controlled and maintained at a sufficient level in coordination with the Purchaser. The dimensioning of the Break & Fix pool (2-3%) is determined by the Purchaser together with the Service Provider.
• Documentation and Knowledge Base: Proximity Support technicians contribute to the documentation of known issues, resolutions, and frequently asked questions to enrich the knowledge base. This helps in quick troubleshooting and improves the efficiency of future support interactions and contributes to Shift-Lefting (from LS1.5 to LS1). The Service Provider shall follow the IMAC/D (Installation, Move, Add, Change, Delete/Decommission) service approach including all services for hardware construction, relocation, modification, or expansion up to the dismantling of a terminal device/workstation and, if necessary, its disposal & network components.

The IMAC/D services basically include the services explained below for all IT end devices at the user's workstation and individual components in the technical room (e.g., desktop PCs, notebooks, docking stations, monitors, workstation printers, keyboard, mouse, tablet PCs, switches, access points, servers, routers, etc.):

Installation of Endpoints

Overall, the Installation of Endpoint Devices service ensures the efficient and standardized deployment of endpoint devices throughout the organization, considering both universal master images and localized masters when necessary. This LS1.5 service is interlinked with the LS2 Logistic Center services (see chapter 3.2.5).

• The expected deliverables of this activity shall be delivered according to the procedure out-lined below.
• Check the availability of the requested equipment.
• Allocation of the workstation to the user while keeping the inventory up to date in terms of the logical vs physical stock.
• Mastering workstations (Windows or Linux/Unix) by utilizing tools provided by the Purchas-er. The workstations are configured with standard settings as per the defined procedures. The mastering workstation is centralized on a production plate known as the factory site.
• Masterization & personalization of the workstation in the logistic center.
• Delivery of the equipment, signature of the delivery report by the user.
• Connecting to the local network.
• Update of the PC asset database.

Skills

Workstation management, equipment availability, Technical and Functional Support, Delivery Information, Technical Assistance, Delivery Process, Technical Customer Support, Website Requirements, Hardware delivery, Unix, Workstations, Hardware and Software Support, Liaison With End-Users, Keeping Inventory, Method of support, Technical Support