Engineer - Rims

  • Bangalore
  • Confidential
  • 2-3 years
  • Views
  • 11 Jul 2019

  • Customer Service

  • Consumer Durables/ Semi Durables
Job Description

Roles and responsibilities 

Engineer - RIMS

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

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