Remote Support engineer - L2

Position: Remote Support Engineer L2

Exp- Min 2yr

Location: Chennai /Navi Mumbai

Shift Timings: General Shift, 9hrs and 6 days working

JD

Remote Field Operations (On -call support per ticket or per day basis):

This is an on-call engineer dispatch engagement, calls routed to the Service Provider (including to the incumbent’s queue) are to be addressed, charges will be paid on per ticket closure and not per visit at the applicable branch

The services provided by the Remote Field Operations team will include:

• Incident and Service ticket resolution
• Basic desktop, IP phone, VC device installation, configuration and troubleshooting
• MS office, core and business software installation
• Desktop operating system installation
• Basic end-point hardware support viz desktops, laptops, IP phones, VC devices, mobile devices, tablets etc.
• VIP user support
• Trading floor support
• Escalate to appropriate levels as per Bank escalation matrix in case resolution gets delayed
• Accounting, allocating, storing, tracking of IT equipment/ accessories stock in local onsite IT store
• IT equipment coordination for accessories approval
• EUS compliance remediation viz MS patches, SCCM agent, AV, encryption etc.
• SCCM NOC/RSSC/Branch DP health check
• SCCM Desktop build support
• Coordination with OEMs and vendors on case to case basis
• Creation and maintenance of knowledge objects that can be leveraged to standardize response/ remediation to commonly encountered incidents and service requests
• Initiating the process for purchase of spares where machines are out of warranty and bringing the ticket to closure after the same has been successfully been installed
• Bank ticketing tool HP ESM to be integrated with the Service Provider’s ticket / call logging tool which will make sure ticket updates flow seamlessly within the two ticketing tools. Until this is achieved, the Service Provider to make arrangement for dedicated contact person for ticket / call tracking
• This on-call support (per ticket/per day cost) will include the cost of field support engineer(s) to close the call as well as the backend team for coordination and support

On-call support calls not to exceed 3000 calls per month