Roles and responsibilities
Sr. Service Engineer
Qualification: Graduate / Diploma
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.