Posted 2 months ago
| Job Profile : | Technical Support Engineer |
| Job Location : | Ranchi |
| Experience Required : | 2-3 yrs |
| Job Description : | • Provide day-to-day Technical Support for End User devices, LAN/WAN & Connectivity issues • Follow the process for Video Conferencing equipment like daily checklist adherence • Attend email related issues pertaining to VIP / Key users on top priority • Ensure VIP user’s call are attended on top priority. Seek regular feedback • Highlight any issue which requires elevated level of support from senior team members • Follow IMAC process • Collect and document inventory for the regional office site/sites on monthly basis and help collect sign off with stamp from regional head • Updates the status of hardware warranty and AMC status • Follow Customer approved Security policy compliance at all time • Ensure Antivirus is updated on all end user devices and definitions are up-to-date • Log each incident in ITSM Tool and track it until closure. Raise problem tickets as and when necessary. If issue is not resolved quickly, take necessary support from senior team members to avoid escalations • Contribute to create KBs (Knowledge Base) and share the same with team lead • Follow up and coordinate with respective vendors for the calls logged with them for faster resolution to minimize SLA breach cases • Follow customer’s site access and other guidelines that is not limited to service window, attendance discipline, availability of services / resources, handling and usage of the assets provided by the customer for service delivery, site entry & exit guidelines, bio-metric attendance registration/de-registration of onsite technical support engineers, material/spares parts movement and access to other facilities like cafeteria, meeting room etc. provided by the customer at the respective site. |