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    IT support Engineer - Mumbai, India - Excis Compliance ltd

    Excis Compliance ltd
    Excis Compliance ltd Mumbai, India

    1 week ago

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    Description
    Job Description

    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.


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