RED TIC is recruiting for one of its partners a Technical Service Representative.

Required Skills

Technical skills:

• Operating System reinstall/machine wipe (Windows, iOS)
• Assess machine usability or need for repair
• Manual skills to clean the device
• Physical health to move boxes and machines

Soft skills:

• Time management, networking, teamwork, agile principles, and conflict resolution
• Customer-facing skills
• Warehouse management skills
• Ability to look up relevant information online (e.g., finding the correct charger for a specific machine type)
• Ability to operate independently

Main Responsibilities

• Manage a warehouse containing laptops, mobile phones, and SIM cards
• Deploy and receive laptops, mobile phones, and SIM cards to and from employees

Detailed Service Description

The vendor will be required to perform the following activities during on-site hours:

• Receive new stock (laptops, mobile phones, and SIM cards) physically and register them in the system within the agreed SLA
• Distinguish between two separate legal entities requiring separate stock and ensure employees of each entity receive only devices allocated to their entity
• Handover laptops, mobile phones, or SIM cards to eligible employees and contractors based on valid requests, following applicable rules (e.g., first-in-first-out principle for stock management)
• Receive returned devices and update inventory
• Check returned machines and determine next steps (e.g., reimage, clean for reuse, initiate repairs, or prepare for disposal)
• Prepare, pack, and ship outdated or unrepairable devices to disposal partners
• Load returned machines with the latest approved operating system
• Keep the warehouse organized, meeting all security checks and access control rules
• Manage asset tracking and inventory reviews in collaboration with business controls, security, and finance teams
• Assist with special projects as needed
• Use ServiceNow to track all changes to the assets in real-time or within the SLA
• Check the ServiceNow requisition page at least twice a day
• Maintain operations within the defined performance metrics
• Cooperate with the country’s device management leader for daily operations and follow organizational directions
• Work with internal and external teams related to device management (e.g., CIO, business controls, ordering team)
• Vendor personnel must be courteous and respectful when interacting with customers and colleagues

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