Engineer - EUS

  • Gurgaon
  • Confidential
  • 3-7 years
  • Views
  • 28 Aug 2018

  • Customer Service

  • Consumer Durables/ Semi Durables
Job Description

a. Hardware and Networking: Hardware Knowledge on Single product. Basic technical understanding of native remote management (remote console) tools. b. Operating Systems - Server & Desktop Windows 2Kx, Windows x: What is OS, concepts of Client OS and common checks c. Active Directory d. Exchange & Mobility e. Backup: Technical understanding of native backup management tools & different types of backup f. Outlook / Email Client: Basic knowledge of configuring mail client account (Outlook Express, MS Outlook) g. Cluster / NLB: Theoretical Knowledge of Clusters. h. Antivirus: Technical understanding of native antivirus management tools i. Asset Management: Basic knowledge on asset management process MAIN RESPONSIBILITIES AND ACTIVITIES a. Troubleshooting: Analyze problems with the service and resolve the issues, gather information from customers either by chat or e- mail to enable effective troubleshooting, Troubleshoots and repairs hardware and software problems with desktop and laptop computers, Personal Digital Assistants (PDAs), printers, digital scanners, and other network equipment, Report issues to vendor/ ISP/ carrier and follow up on updates. Escalate issues as per Escalation Matrix, Install / Uninstall various software and upgrades equipment when necessary, Monitoring and maintaining/ reducing the queue size Resolving Technical issues at level 1(Incident and Service request) b. Hardware and Software Management : Monitoring CPU, memory and hard disk utilization, Monitoring the event viewer and generating reports Providing New Desktop Installation and Software Installation Reports, Make team members aware of any changes or scheduled activities so that effective follow up is possible., Updating the latest anti- virus on servers and monitoring the anti- virus patches on Servers and Desktops and generating Reports, Track the assets issued to users and maintain a database report of assets Updating KB and CMDB whenever there is a need Handling Backup Activites on daily, weekly and Monthly. Generating the Reports on all Backup Activites. c. Process Compliance : Gather information from vendor and customer and update the tickets regularly as per the defined process, Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer (Shift Handover Report ), Following the various Escalation Matrix ( Vendor , Internal and Customer defined ), Ensure tickets are closed post user / customer communication, Maintains inventory of PC equipment with Asset Executive, Special focus on Power User calls, Constantly track tickets for SLA adherence and escalate on deviations as defined in the process, Comply with defined processes and update tickets with SLA. file:

Job Posted By

Divya Lakshman
Lead - Corporate Talent Acquisition

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