Technician Support- ECU L2

Position: EUC L2 Support

KEY DUTIES/RESPONSIBILITIES:

The technical support Services consist of: (i) Break/Fix, (ii) Deskside Support, (iii) Install, Move, Add, Change, Disposition Services (iv) Smart hands, and (v) VIP support. In addition, dedicated technicians will also perform Remote Resolution services.

To perform the Services using the ITSM System of record (the one in effect as of the date those Services are provided), with associated processes and workflow management. The Services will be initiated through an Incident or Service Request.

Break/Fix “Hardware Repair” consists of:

a. Triaging the Hardware-related Incident

b. Assigning a technical resource to perform the Repair.

c. Coordinating with the designated customer contact, as needed

d. Ordering and tracking parts, if required

e. Promptly swapping the Device to restore the End User to productivity.

f. Completing the Repair, with appropriate escalation for damage due to equipment misuse

g. Updating and Closing the Incident

h. Break/Fix will be provided for in warranty and out of warranty EU Devices listed in Appendix F- Supported Platforms.

i. Bring Your Own Devices (“BYOD”) Systems are Out of Scope Activities for Hardware Break/Fix

j. Maintaining local whole unit spares in a secure storage that is only accessible by company.

k. Smarthands for L3.

The Production Device repair process shall be performed onsite at customer facilities through managed OEM warranty process. To mutually agree on plans for a

pilot process aimed at leaning out the Production repair process to reduce cycle time, improve efficiency, and reduce cost Deskside Support

a. Triage and resolution for configuration issues of in-scope Operating Systems

b. Triage and resolution for configuration issues of in-scope Applications

c. Re-installing in-scope software, drivers, and add-ins.

IMAC-D Supplier will perform IMAC-D Services for EU Devices. IMAC-D Services consist of:

End User Devices & Support Services

a. Install
Perform the physical setup and connection of devices at designated workspaces. Software configuration or imaging of an end-user device prior to or during installation is considered a separate activity and may incur additional charges. Installation of new production devices is included in the service.

b. Move
Relocate an existing end-user device from one physical location to another within the same building or within a complex of buildings at the same campus site. The customer is responsible for providing carts or other required transportation equipment. Technicians are not authorized to transport devices using personal vehicles.

c. Add
Add hardware or software components to an existing end-user device.

d. Change
Perform configuration changes to an end-user device.

e. Disposition
Move end-user devices—classified by the customer as safe for transport—to designated locations for processing. Disposition activities include, but are not limited to, data wiping, drive destruction, removal of asset tags, and device preparation. Our team is responsible for disposition of In-Program Knowledge Worker Devices, while the customer is responsible for disposition of Production Devices.

Smart Hands Support

Provide technicians to perform remote support activities for the customer’s server and network equipment at all supported sites, under the direction of the customer’s and/or third-party resolver group’s network and server engineers. Sites with dedicated field technicians assigned will not incur additional charges.

VIP Support

Deliver Break/Fix, Deskside Support, IMAC-D, and Smart Hands services to a mutually agreed-upon group of end users designated as VIPs. VIP incidents will automatically be assigned Priority 2 status. VIP user lists will be synchronized via LDAP or SAML with the current ITSM and/or HRIS platform.