Engineer RIMS

Microland
  • Bangalore
  • Confidential
  • 1-4 years
  • Views
  • 23 Jul 2019

  • Customer Service

  • Consumer Durables/ Semi Durables
Job Description

DO WHAT YOU LOVE

Engineer - RIMS

Posted:19 Jul 2019

Location: Bengaluru

Qualification: Graduate / Diploma



1. 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)

2. Hardware and Software Management: Monitoring CPU, memory and hard disk

utilization, Monitoring the event viewer and generating reports.

3. 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

Activities on daily, weekly and Monthly. Generating the Reports on all Backup

activities.

4. 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.


Job Posted By

Divya Lakshman
Lead - Corporate Talent Acquisition

About Organisation

Microland