Process Associate - Onsite Support Engineer

Responsibilities

. Supervise cases in ticketing tool queues.

. Receive P4 Incidents, Service Requests in ticketing tool.

. Look into the reported issue/approved tickets 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 for 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.

. 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.

. Support in activation & de-activation of Data & Voice ports to central teams and troubleshooting any port related issues.

. Physical assistance in moving and racking/stacking equipment&rsquos.

. Log capturing and sharing with central teams.

. Physical support for decommissioning and troubleshooting of voice devices/voice gateways/circuit packs and phones.

. Maintaining CMDB of all devices installed on floor.

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

Qualifications we seek in you!

Minimum Qualifications

. Graduation 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.