Process Associate - Onsite/Floor Support Engineer

Responsibilities

. Supervise cases in Ticketing tool queues.

. Receive P4 Incidents, Work Orders or &ldquoTask Tickets in Helpmate.

. Look into the reported issue/approved work order and address it within agreed SLA&rsquos.

. Resolve & update ticket after selecting relevant resolution

. Troubleshooting issues related to Hardware, OS, Standard Office Suite and Browsers.

. Hardware support to Desktops, Laptops, Thin Clients. First level support to Printers, Scanners and Multi-Function Devices.

. Installations, Movement, Transfer, surrender of Desktops/Laptops/ Thin Client, Printers, Scanners, MFP&rsquos and mobile devices like iPads and of end points to be done as per organization Hardening guidelines through MDT setup

. Transfer and removal of business specific applications and their upgrades.

. Support New Transitions, Ramp Up&rsquos/Down&rsquos, Business migrations/Site Consolidations Projects.

. Knowledge of Media disposal tools like Kill Disk/Eraser/Degausser.

. Installation, solving problems of equipment in data center, mux and hub room.

. Maintain Physical CMDB/U level diagram, DC layout for all installed devices inside DC & Hub rooms

. Change management process awareness and ensure it is followed for all infra changes.

. Activation & de-activation of Data & Voice ports and troubleshooting any port related issues

. Physically assist in moving and racking/stacking equipment

. Capturing Sniffer and Ethereal / Wireshark log

. Physical support for Decommissioning and troubleshooting of Voice devices/Voice Gateways/Circuit packs and Phones

. Maintaining CMDB of phones installed on floor.

. Tracing and laying new cable in DC and MUX room, Cable dressing and ensuring sustenance of same in Hub rooms

Qualifications we seek in you!

Minimum Qualifications

. Diploma in Electronics & Telecommunication/Computer Engineering or above meaningful experience in supporting end users, providing Hands and Feet support for Data Centers/Hub Rooms and Telecom Infra in ITES/BPO Industry.

. ITIL Version 3 or 4 foundation Trained/Certified.

Preferred Qualifications/ Skills

. Customer Service and Problem-Solving Skills.

. Good communications skills in English and local Language.

. Should be able to deliver on timelines.