Service Engineer

  • Bangalore
  • Confidential
  • 0-3 years
  • Views
  • 11 Jul 2019

  • Customer Service

  • Consumer Durables/ Semi Durables
Job Description

    Roles and responsibilities 

    Service Engineer

    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