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- Prepare, pack, and ship outdated or unrepairable devices to disposal partners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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