IT Support Engineer

Engineer Shall Perform The Following In-scope Tasks

Incident management, problem management, change management, request fulfilment, hands and feet support for the below mentioned assets (not limited to)

Endpoint Devices (e.g., Desktops/Laptop/MacBook/Notebook/Tablets/Mobile devices)

and associated system software.

Virtual Desktop Infrastructure devices and thin clients

Handheld computing hardware devices and associated system software (i.e., smartphones and tablets,)

IP & analog phones

Audio & Video conferencing endpoint devices

Projectors

Engineer's should be proficient in English and fluent in local language and will act as a single point of contact for Executives at office, or while travelling across client sites.

Management of Local Servers – File & Print services Management

Coordinate with the Service Desk and other necessary entities, including third parties and client support organizations, to provide the technical support services

Vendor Coordination for service break fix part of contracts, on-call, Billing & Invoices (Dedicated Location)

Basic troubleshooting of LAN, WAN & WLAN

Vulnerability management ( limited to Laptops and Desktops.)

Level 1 Mobile device management

Incident Management and ticket routing and follow-up Level 2

Coordination for change management

Level 1 management of voice and data cabling / services

Routine check-up of Server room facilities and common services like meeting rooms, VC rooms and conferencing facilities

Lifecycle replacements and PC imaging

Assets management, reconciliation and disposal coordination(dedicated locations)

Meeting / event facility preparation

Employee on boarding and off boarding process

Project coordination and deployment support as needed

Monthly reporting to IT Service Management and governance

Coordinate with End User or other site staff to schedule technical support

Inc locations in response to an escalated Incident or Service Request

Troubleshoot, diagnose, and resolve Incidents for devices and software, including removing

and repairing physically broken or inoperable devices

Conduct tests of repaired device to ensure such device operates appropriately and contains

the End User images

Provide instructions and usage assistance to End Users with respect to devices and software (e.g., installation instructions, provide 'how-to' assistance). Responsible for providing instructions/guides to Engineer Technicians, to be shared with End Users.

Assist End Users in the execution of data backups or in restoring lost or damaged files from file backups of local drives

If any parts needs to be replaced and if it is not available, submit a Service Request for follow-up replacement

Raise a request to replace devices through warranty services that cannot be repaired onsite, as appropriate

Raise a request to provide immediate replacement devices (e.g., hot swaps) for devices that cannot be repaired onsite

Restore work area to pre-repair condition upon completion of any End User support activity

Obtain End User acknowledgement for completion of Service Requests

Provide Smart Hands & Feet support for audio and visual conference room support, including client campus locations (e.g., setups, break-fix, technical support)

Manage/coordinate third party audio and visual equipment installation projects (at FTE

sites and act as escort at dispatch sites as per the Service Request logged).

While onsite, provide Level 2 Support to assist End Users with third party coordination and set up of End User devices including coordination with third party mobile data and voice carriers.

Configure all BIOS and hardware settings if required as per the Standard Operating Procedures ('SOP') provided by client.

Configure Operating System settings and system drivers if required as per the SOP provided by client.

Configure all Applications included within the Core Image and any base Layered applications approved by Customer as per the SOP provided.

Ensure that encryption, authentication, VPN and other access management Software is

configured in accordance with Customer Policies and procedures; and ensure that network

connectivity settings are properly Configured.

Test patches to End User device software, while providing Services on an end user laptop or PC.

Implement and deploy End User device software patches in alignment with client corporate compliance policies

Implement and deploy End User device hardware upgrades and software patches in alignment with client corporate compliance policies

Decommission End User Equipment from the client asset systems upon the decommissioning/removal from the client environment

Ticket Content: Ensure ticket updates are comprehensive and provide all necessary information required.

Escorting break-fix partner/Vendor up to device location, if required.

In case of shoulder tapped tickets technicians should take approval from client and/or Engineer and get ticket logged before attending the shoulder tapped tickets.

Full time