Remote Support Engineer L1

Position: Remote Engineer

Location: ( Airoli, Santacruz)

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

JD

• 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.
• 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.
• 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 Providers 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