IT Technical Support (Ipad)- multilingual

KEY ROLES:
Staging of tablet devices:
-Receive, unpack, configure, load (information), test and ship tablets to end users
-Ensure that all users are registered to use the relevant software / accounts, and create necessary user accounts for applications, on behalf of end-users.
-Activate SIM cards associated to tablets
-Prepare replacement units that can be finalized, tested and shipped upon request in the brief delays
-Receive faulty units from the field; remove any information and configuration and re-configure as replacement units

Tablet user support:
-Single point of contact for field user issues related to the use of the tablet (hardware, configuration, software, functionalities)
-Quickly resolve the issues raised by field users, either remotely or replacing the unit.
-In case of replacement, organize the logistics to ship the replacement unit and return the faulty unit from the field. Ensure a quick turnaround.
-Pro-actively follow-up with users to ensure that issues have effectively been resolved, and there are no 'hidden issues' that users have not voiced
-Where needed, escalate the issues to the European IT team for resolution
-Liaise directly with third-party providers (tablet provider, mobile data provider, etc.) to resolve any user local issues and queries
-Pro-actively identify areas for improvement and escalate to European project team so that they are incorporated into European standard
-Act as the in-country Single-Point-of-Contact for testing of any new or enhanced applications and functionality

Tablet training & adoption:
-Prepare and lead training sessions for new users (new hires and existing employees), based on corporate-defined content.
-Identify, prepare and lead training sessions to re-enforce knowledge among the user population

Tablet logistics & administration:
-Responsible for requesting, receiving, tagging, storing and shipping new, replacement and faulty devices
-Track the devices, users and SIM cards by individual serial number
-Track back equipment in case of user departure, and/or lost or stolen equipment

Support for other web apps and company portals (NCH Live, Synapse)